Contact 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 […]
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 […]
December 11, 2017
Service

Public Enemy and getting practical with AI in the contact centre – Interview with Mikhail Naumov

Today’s interview is with Mikhail Naumov, Co-Founder & President of DigitalGenius, a venture backed artificial intelligence (AI) company based in San Francisco & London. Digital Genius […]
August 23, 2017
Writing

Customer service and moving from the enterprise to the flexiprise – Interview with Keith Leimbach

Today’s interview is with Keith Leimbach, CEO of Liveops, a leading virtual contact center solutions company for the financial, health care, insurance and retail industries. Keith […]