Joseph Murfin, Author at Cirrus Contact Centre Solutions (CCaaS)

Blog

6 February 2026

Five questions to ask before introducing AI into your contact centre

AI done wrong is a bit like the Leaning Tower of Pisa. The design was…

Joseph Murfin

Article

28 January 2026

Why Most Retail AI Projects Are Failing — And What Ready Organisations Do Differently

This article was first published on 21st January 2026: Why most retail AI projects are…

Joseph Murfin

Article

28 January 2026

Why AI Readiness Is the Biggest CX Challenge of 2026

This article was first published on 9th January 2026: Autonomy without accountability: The real AI…

Joseph Murfin

Article

28 January 2026

New Year’s Resolutions: Getting Your Contact Centre ‘AI Ready’ in 2026

This article was first published on 9th January 2026: Getting Your Contact Centre 'AI Ready'…

Joseph Murfin

Article

15 January 2026

When AI takes the wheel, someone still has to steer the contact centre

There's too much data in contact centres. Dashboards, charts, heat maps and sentiment scores look…

Joseph Murfin

Article

15 January 2026

The five skills AI can’t replace, but keeps revealing

You can tell a lot about a contact centre within five minutes. The dashboard won’t…

Joseph Murfin

Blog

4 July 2025

Built like an F1 team: The future of contact centres

This weekend, the roar of engines returns to Silverstone for the 2025 British Grand Prix. As Lewis Hamilton makes his first home appearance in Ferrari red, and Lando Norris aims…

Joseph Murfin

Blog

20 June 2025

Like Clarkson’s Farm, but with call queues: budgeting for the unexpected

Every contact centre starts the year with a plan. Forecasts, volumes, staffing models, software costs—it’s…

Joseph Murfin

Blog

19 June 2025

You’re sitting on gold: why retail contact centres don’t need more data

The shopper tried a few times to get the promo code to work — refreshing…

Joseph Murfin

Blog

18 June 2025

Digital doesn’t mean distant: how empathy powers the best customer experiences

You’re tired, it’s rush hour and you just need to buy dinner and get home.…

Joseph Murfin

Joseph Murfin

Five questions to ask before introducing AI into your contact centre

Why Most Retail AI Projects Are Failing — And What Ready Organisations Do Differently

Why AI Readiness Is the Biggest CX Challenge of 2026

New Year’s Resolutions: Getting Your Contact Centre ‘AI Ready’ in 2026

When AI takes the wheel, someone still has to steer the contact centre

The five skills AI can’t replace, but keeps revealing

Built like an F1 team: The future of contact centres

Like Clarkson’s Farm, but with call queues: budgeting for the unexpected

You’re sitting on gold: why retail contact centres don’t need more data

Digital doesn’t mean distant: how empathy powers the best customer experiences

Recent Posts

Archives

Categories