Contact Centre

September 15, 2022
sound 856770 1280

Understanding how all businesses can benefit from voice analytics

This is a guest post by James Lockhart, Head of Product Marketing at TelcoSwitch. Voice and speech analytics refers to the process of analysing recorded conversations […]
April 22, 2022
investment g4fc5d165d 1280

Why CMOs should invest in their customer service teams

At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service. The research surveyed 2,030 service leaders, 13,327 B2C customers and […]
March 28, 2022
Three Rocks And A Road KCGAZeEbnuye 1600

The 3 pillars of agent happiness – Interview with Tue Søttrup of Dixa

Today’s interview is with Tue Søttrup, Chief CX Evangelist & VP CX Excellence at Dixa, a customer service platform that generates value for brands and customers […]
February 14, 2022
maze gecb5d13d5 1280

Banishing complexity – 5 ways to turn theory into practice

This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. In my last article I discussed how to keep things simple in contact […]