This week saw the delivery of a speech as part of the annual Today Programme Lecture by the governor of the Bank of England Sir Mervyn King within which he renewed the push for bank reform. He blamed a collective failure of imagination to foresee iss...

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Unbelievably we are now in our 18th year of hosting and assembling the CCA Convention! This maturing is a reflection of the developments in the contact centre industry itself - we have the experience and knowledge which comes with ‘adulthood...

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In the quest for business vitality in 2012, knowledge is most certainly power. It is easy to merely fire fight when horizons are reduced by the macro-environmental changes relating to technological advances, globalisation or significant economic pr...

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