call centre

June 17, 2021
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The emerging landscape of service

Almost a year ago, at Pega’s iNspire event, I watched a presentation by Jeff Nicholson, VP of CRM Product Marketing at Pega, and Paul Greenberg, a […]
June 8, 2021
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Elton John was wrong, sorry isn’t the hardest word

Elton John once famously sang, “Sorry seems to be the hardest word.” However, according to some recent CallMiner data, “Sorry” doesn’t seem to be a hard […]
March 24, 2021
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Are your irrational fears holding back your customer and employee experience efforts?

Please take a moment and cast your mind back to how many people and businesses used to talk about ideas and practices before becoming commonplace. Can […]
December 11, 2020
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On a scale from 1-10, how racist is your AI? – Interview with Jeff Gallino and Conrad Liburd of CallMiner

Today’s interview is with Jeff Gallino, CTO & Founder, and Conrad Liburd, AI feature engineer, at CallMiner, a provider of speech analytics solutions for improving agent […]