Mark West | Guest Author on CX Central

What really happens when you switch to a casual clothes policy?

April 8, 2017 Last Updated: November 17, 2019
Mark West

We look at the truth behind what really happens in the workplace when you switch from corporate attire to a casual clothes policy.

The false economy of a customer retention strategy

False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021
Mark West

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?

Power of contact centre operations managers

Why Contact Centre Operations Managers need to step it up

August 26, 2016 Last Updated: January 4, 2020
Mark West

The contact centre Operations Managers play a critical role in the customer experience but to really influence CX it’s time they changed their approach.

Articles by Mark West

What really happens when you switch to a casual clothes policy?

False economies of a Customer Retention Strategy

Why Contact Centre Operations Managers need to step it up

Understanding Erlang C for call centres

Why the AHT metric should be extinct