Category Archives: Blog

Digital and Customer Centric: The Future of Collections?

The other week I was lucky enough to be able to attend my first roundtable discussion with Arum at the Caledonian Club in London.  These are held with key individuals across the industry to discuss key trends; with this time being a … Continue reading

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The end of outbound calls as we know it?

This week I was chatting with a couple of folks in Canada, as part of my new role at a new company. Inevitably our conversation turned to contact strategy and in particular reflections on the use of predictive dialers in … Continue reading

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The Rise of the Micro-Indicator: Getting the lead on leading indicators

Office conversations often turn to finding the best measure for a particular process. Opinions abound, there is heated discussion, however agreement is usually reached (only to be informed by IT there is no captured data available and no historical values!). … Continue reading

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Leading indicators: there is more information than you think

A few weeks ago I was lucky enough to attended a talk by the Bank of England providing an overview of the UK, its economy and outlook. Now whilst the discussion itself was very interesting (the latest report here), what … Continue reading

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Why does no one read my blog – when is comment too much comment?

Last year I decided to publish articles on LinkedIn.  I had seen some great articles and wanted to share my insights too. Not being a natural writer (I always preferred maths/science at school) this felt a bit daunting.  I already … Continue reading

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Think you are in control?…. think again

The other week I wrote about the changing face of contact channels… the ever increasing need to ‘speak customer‘. There is however a more fundamental change underway… as customers’ ready access to information is having a broader influence, beyond just how we contact a company… we increasingly have a desire to be informed and in control of … Continue reading

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Speak customer, not contact channel

I caught an interesting news story last week. The chairman of John Lewis, Sir Charlie Mayfield, was speaking at the National Retail Federation in New York, explaining how he thought ‘the age of multi-channel is over’.  His argument:  Thinking in … Continue reading

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Risk Management:  The importance readiness planning

With the recent closure of the Forth Road bridge, commutes from Fife to Edinburgh by car have just dramatically increased by 30 miles each way, causing significant disruption for local residents. It is fortunate, in some ways, this has happened … Continue reading

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Real conversations and #SocialMediaEnvy

I seem to have become a fan of those property shows. You know the ones where they purchase a property in  a terrible state, yet a few thousand pounds later it’s transformed into a dream home. Always amazing and, for … Continue reading

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Driving fear? Lessons for us all.

Every week its seems there is another ‘corporate scandal’ in the media.  Outrage is expressed, and the twitterati react.  This week alone there have been three stories already. Volkswagen: Issue:  Misleading the emissions testing program Impact:  Potential fine upto $18bn, … Continue reading

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