Right now I can see three genuinely transformational technologies on offer for forward thinking contact centres. The first is …Read More
interaction analytics
Why The P&Q Challenge Is So Relevant to Customer Experience Movers & Shakers
I just enjoyed the great pleasure of celebrating the third cohort to be accredited in the use of the P&Q strategic planning …Read More
Performance and Quality – Core To Ongoing Customer Service Innovation
The P&Q challenge is a global first. It remains a unique experiment in sustained collaboration for the customer service industry. Unlike …Read More
UK Challenges and Opportunities For 2014: A Leadership Perspective
Introduction A number of UK customer service, experience and engagement leaders have pooled their insight based on the themes that …Read More
How To Kill Contact Centre KPIs
The introduction of Interaction Analytics into the operational environment of your contact centres is a milestone as far as KPI management …Read More
Interaction Analytics: Why CXOs Should Give A Damn
Is the topic of Interaction Analytics of genuine interest to executives? Think of your own CXOs for a second. Although they may have …Read More
Interaction Analytics: The Core Benefits
Interaction Analytics is becoming well known in Customer Service circles. Particularly in its single channel version many already …Read More
Social Customer Service: Exploiting The Upside
This post reflects on a missed opportunity between Marketing and Service. In particular Social Customer Service. We are all …Read More
How to Use Speech Analytics: Top Tips For Call Centre Adoption
Interaction Analytics is a game changer for customer service leaders. Why? Because a lack of credible insight into which issues currently …Read More
Using Interaction Analytics To Understand Omni Channel Customer Behaviour
In this post, I want to explain how Interaction Analytics can play an important role in understanding and responding to omni-channel …Read More
