Thinking from the Front Line.
Three decades of contact centre work, written down. 16 articles across efficiency, AI and performance management — roughly 17,376 words, all of it from real engagements — and 11 short videos.
Efficiency
The Contact Centre Operations Audit
How we find the cost, in detail.
Pharmaceuticals Reward Inefficient Call Centres
How the contract model pays outsourcers to be slower.
Uncovering the Hidden Inefficiencies in Contact Centres
The Logical Reality, the Illogical Reality, and the 60% nobody manages.
Lean for the Wrong Reasons
Programs fail when the motive is cost-cutting theatre.
Calculating Your True Cost per Call
Most centres leave out the costs that matter. Here is how to count them all.
Lean for Lawyers; Ready or Not
Professional services are not exempt from process.
Omni-Channel vs Multi-Channel Contact Centres
The distinction most vendors blur, and why it changes the build.
Lean vs Agile?
Different tools, different problems, frequently confused.
Management Reluctance to Implementing Lean
The objections that actually stop programs, and the answers.
AI
The AI Readiness Assessment
Why it comes before the platform decision, not after.
Bots vs Humans
Where automation genuinely fits, and where it quietly costs you.
The Risks of AI-Driven Self-Service Payment Systems
What can go wrong when payments are automated without a readiness view.
Implementing Chatbots
The work that has to happen before the bot goes live.
Performance
Videos
Finding Annual Savings While Improving Customer Experience
Finding OPEX Savings & Revenue
Contact Centre Efficiency
AI for Contact Centres: Tapping into the Benefits
CCaaS Strategy & Deployment Steps
Why CCaaS Functionality Is Rarely Deployed
Recruiting for Contact Centres
Eric Young on Selling
Introduction to Eric Young
Contact Centre Technical & Subject Matter Expertise
