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

9 June 2025

From freshers to finals: Supporting students when it really counts

University is supposed to be a time of growth, discovery, maybe even joy. But for…

Joseph Murfin

Blog

31 March 2025

How to budget a contact centre upgrade

Upgrading a contact centre is a big investment that can make a huge difference in…

Joseph Murfin

Blog

17 March 2025

Top UK Contact Centre and Customer Experience Events to Attend in 2025/26

Keeping up with industry trends is a challenge we all face while managing our busy…

Joseph Murfin

Blog

14 March 2025

Student mental health: how contact centres are supporting the next generation

Student mental health is a growing concern across universities, with an increasing number of students…

Joseph Murfin

Blog

24 February 2025

Customer Retention in 2025: Why It’s More Important Than Ever

These are challenging times for consumers and businesses. Customers are ready to jump ship for…

Joseph Murfin

Blog

18 February 2025

What Systems Integrators Bring to the Table: Smarter Contact Centre Solutions

When it comes to technology - there's plenty on offer for today’s contact centres. But…

Joseph Murfin

Blog

14 February 2025

2025 – The Year of Real AI Adoption?

The start of a new year is a time for reflection, pragmatism and planning. Let’s…

Joseph Murfin

Blog

13 February 2025

Speed vs. Support: The Customer Service Love Triangle

Fast service or the right support? Customers don’t think they should have to choose. But…

Joseph Murfin

Blog

2 January 2025

The impact of returns on customer service: what happens after Christmas?

The presents are unwrapped, the tinsel's been packed away, and now it's time for the…

Joseph Murfin

Blog

13 December 2024

‘Tis the Season for Customer Complaints: How to Handle Holiday Frustrations

"I felt like I was stuck in a holiday version of Groundhog Day. Every time…

Joseph Murfin

Blog

9 December 2024

Celebrating Cirrus’ work in the community across 2024

Doing good and doing business go hand in hand. This philosophy has driven our team…

Joseph Murfin