James Kay

About James Kay

With thirty years’ IT industry experience, James Kay is responsible for architecting the Workbooks solutions and for directing the technical team. Prior to co-founding Workbooks, James held similar roles. As a co-founder of BlackSpider Technologies and Activis, he led the development of world-class infrastructures supporting millions of users with extremely high levels of service delivery and customer satisfaction.

Time to review your customer service operations?

2020-04-23T10:55:25+01:00

In the current climate of dormant demand and looming economic recession, businesses are adjusting their priorities and focusing their attention to their existing customers. Let’s face it, customers are every business’ biggest asset right now. Many organisations are taking [...]

Time to review your customer service operations?2020-04-23T10:55:25+01:00

Ethical technology – why it’s still about the people, not the bots

2020-04-01T13:31:39+01:00

Organisations, and particularly marketing professionals, are getting to grips with using data to personalise communications and get to know their customers’ needs better. It just makes sense. If you can use what you know about someone to do something [...]

Ethical technology – why it’s still about the people, not the bots2020-04-01T13:31:39+01:00

How CRM Improves Customer Experience

2020-04-06T11:19:06+01:00

Customer experience is the impression left with your customer or prospect after an interaction, driving how they think about your brand, across multiple touchpoints, and at every stage of the customer journey.  People and products are the main elements [...]

How CRM Improves Customer Experience2020-04-06T11:19:06+01:00

How CRM can up your multi-channel customer support game

2020-04-01T13:33:56+01:00

Can you still recall the “old days” when customers needed to drive to a physical store just to purchase an item or use a service? Isn’t it astonishing to imagine a world where you could not instantly receive everything [...]

How CRM can up your multi-channel customer support game2020-04-01T13:33:56+01:00

Why You Should Automate Customer Support – and how to make it happen

2020-04-03T15:38:57+01:00

Automated customer support has a bad reputation. For too many people it conjures painful memories of wading through a voice recognition system, or of trying to find a contact number on a knowledge base that seems have last been [...]

Why You Should Automate Customer Support – and how to make it happen2020-04-03T15:38:57+01:00

How the top 15% deliver an exceptional customer experience

2020-04-22T16:05:51+01:00

Improving the customer experience is high on the priority list of many organisations. They spend a great deal of time and money searching for new ways to deliver a better experience than their rivals. But only 15% of companies [...]

How the top 15% deliver an exceptional customer experience2020-04-22T16:05:51+01:00

Gaining a competitive edge through customer experience

2020-04-03T15:41:28+01:00

As markets mature and competition intensifies, products and services converge, and companies become increasingly hard to differentiate. But if you want to generate growth – and who doesn’t? –  you must find ways to stand out. And one of [...]

Gaining a competitive edge through customer experience2020-04-03T15:41:28+01:00

Key metrics for your customer service department

2020-04-03T15:45:17+01:00

Some other departments might disagree, but your customer service function is the beating heart of your business. As the people who interact most often with customers, your service team is better placed than anyone to gather the insights your [...]

Key metrics for your customer service department2020-04-03T15:45:17+01:00