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