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?

2020-04-27T11:04:07+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 organizations are taking [...]

Time to review your customer service operations?2020-04-27T11:04:07+01:00

How the top 15% deliver an exceptional customer experience

2020-04-22T16:05:53+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 experience2020-04-22T16:05:53+01:00

Gaining a competitive edge through customer experience

2020-04-03T15:41:31+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 experience2020-04-03T15:41:31+01:00

Key metrics for your customer service department

2020-04-03T15:45:19+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 department2020-04-03T15:45:19+01:00

CRM & Customer Service: 6 steps to successful implementation

2020-04-03T15:45:57+01:00

The key to any CRM project is carefully planned and skillfully delivered implementation, and nowhere is this more the case than with customer service. Get it wrong in this critical area and both customers and agents will feel the [...]

CRM & Customer Service: 6 steps to successful implementation2020-04-03T15:45:57+01:00

CRM is the key to unlocking your company’s big differentiator

2020-04-03T15:46:07+01:00

We’ve come a very long way since the dark ages of customer service. From being little more than a dumping ground for complaints, customer service is fast becoming the single most important source of competitive advantage. In an advanced [...]

CRM is the key to unlocking your company’s big differentiator2020-04-03T15:46:07+01:00

How to optimise your ticketing and case management process

2020-04-03T15:46:18+01:00

Triage matters. You can have the best doctors and nurses in the world but if they’re treating grazes while someone in a critical condition is kept waiting outcomes will suffer. Equally, your world-class oncology specialist will struggle to [...]

How to optimise your ticketing and case management process2020-04-03T15:46:18+01:00