Shaun Thompson - Contributing Author on CX Central

September 3, 2026

Vital qualities of an Offshore BPO Company

July 14, 2021 Last Updated: September 20, 2021
Shaun Thompson

Outsourcing is a viable alternative for many businesses so if you’re in the market for a partner, ensure they have these Vital Qualities of an offshore BPO.

False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?
Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 30, 2023

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

4 Tips to developing effective Team Leaders

November 27, 2014 Last Updated: July 15, 2020
5 Barriers to a Contact Centre Team Leaders Success

March 8, 2019 Last Updated: October 7, 2021
Setting KPIs for Call Centre Team Leaders

October 7, 2021 Last Updated: May 25, 2025

How to create company values people will relate to

March 28, 2017 Last Updated: July 12, 2020
8 reasons why you need a table tennis table at work

June 27, 2017 Last Updated: January 4, 2020
3 Golden rules for employee recognition

January 6, 2015 Last Updated: January 4, 2020