call centre

May 6, 2020
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CallMiner uses speech analytics to identify and crowd source answers to surprising customer queries

Amid this crisis that we are currently going through, I’ve been hearing lots of stories from organizations saying that customers are calling them and asking lots […]
April 20, 2020
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Brands and customers need to step up and work together in this time of crisis

We are living in both challenging and unusual times. Many firms are struggling to stay afloat. Some are having to close their doors (hopefully only) temporarily. […]
April 3, 2020
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Customer service, support and experience in the time of coronavirus

The world has changed so much from just a week ago. Such is the impact that the coronavirus pandemic is having on our daily lives. It’s […]
November 15, 2019

Research insights into gathering effective feedback, the use of different metrics and generational differences around channel choice – Interview with Steve Morrell of Contact Babel

Today’s interview is with Steve Morrell who is the Managing Director of ContactBabel, a provider of high-quality research and analysis to the UK & US contact […]