Blog Archives

By Appointment to
His Majesty The King
Contact Centre Service Software
Cirrus Response Ltd
Epsom

Blog

18 February 2026

Right skills, wrong people – when call routing makes stupid decisions

Simon runs a contact centre. Right now, one of his customers has been on hold…

Joseph Murfin

Blog

18 February 2026

Real-time assist that feels like backup, not Big Brother

Self-belief is the first secret of success. Spend time on any contact centre floor and…

Joseph Murfin

Blog

6 February 2026

The power of post call summaries

Every contact centre has a moment no one talks about in training. The customer finally…

Joseph Murfin

Blog

6 February 2026

Leading through AI: what good management looks like when people and tech work together

Does this sound familiar? Someone, somewhere in the business is banging on about AI with…

Joseph Murfin

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

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

Blog

10 June 2025

The Leicester City playbook for CX: how Agentic AI helps teams outperform the odds

In 2016, Leicester City did what most thought was impossible. They won the Premier League—not…

Joseph Murfin

Blog

Right skills, wrong people – when call routing makes stupid decisions

Real-time assist that feels like backup, not Big Brother

The power of post call summaries

Leading through AI: what good management looks like when people and tech work together

Five questions to ask before introducing AI into your contact centre

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

The Leicester City playbook for CX: how Agentic AI helps teams outperform the odds

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