Contact centre agent dashboard providing key information to improve customer experience

How Contact Centres can improve Customer Experience using Interaction History

Interactions with contact centres can be massively frustrating, but they shouldn’t have to be. Recently, I had a negative experience with a contact centre which could have easily been avoided. Something as simple as having my call captured and used in an interaction history dashboard could have significantly improved my customer experience and ultimately stopped […]

26/07/2019

Image of person with telephone and digital buttons on screen

What value is held in voice data for call centres?

In 1957 Sir Francis Bacon said that “knowledge is power” and 62 years later this sentiment still holds true, with organisations and businesses putting more focus on data gathering initiatives. Organisations are investing huge amounts of time and budget into better understanding their customer’s needs, wants and motivations. This, in turn, enables enhanced engagement with customers […]

01/03/2019

Why is it difficult to access and fully leverage voice data?

Digital transformation projects and big data analytics are high on the agenda for pretty much all organisations. Data is sometimes compared to oil in terms of its value as a resource. Indeed, in a recent Red Box survey*, more than three quarters (76%) of senior IT executives indicated that they expected to have a ‘Voice […]

18/02/2019

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