Speech analytics is one of the most exciting and valuable applications to be introduced into contact centres in the past 15 years. It is the only application that converts phone conversations into transcripts, insights and actions. (Text analytics does the same thing for written communications like emails, free-form feedback from surveys, chat/SMS sessions and social […]

Speech analytics solutions gather insights into the performance of contact centres and other operating areas within an enterprise. These solutions analyse recorded conversations, which means that they “know” what is happening in the contact centre and can often identify what needs to be done to resolve the issues. Contact centre leaders can take advantage of speech […]

Having worked in the contact centre industry for many years, I’ve become very familiar with how important random call sampling is to quality assurance. It’s a practise that most, if not all, contact centre leaders rely on to measure agent performance and ensure quality customer service. Still, it’s also rather limited in what it can [...]

  Every company understands the critical importance of regulatory compliance.   The consequences of being found out of compliance with regulations such as HIPAA or Sarbanes-Oxley include lengthy audits, hefty fines, lawsuits and customer distrust. These ramifications are dire and can threaten the long-term viability of an organisation. But even with the best of intentions, […]

Has "employee empowerment" become a worn-out buzzword or over-used contact-centre cliché? Absolutely not! Let's go back to the heart of the meaning of the term "empowerment." Then let's review the millennial mindset in order to understand what empowerment means to them. Finally, let's reiterate why doing everything in your power to promote agent empowerment is [...]

Tommy Palomäki, Senior WFM Consultant, Calabrio explains from his own experience how workforce management puts you in control of the busiest summer periods Soaring temperatures and a bit of sunshine are great news for business as sales of sausages, barbecues and ice-cream rocket and holiday resorts benefit from the mad rush for last-minute trips to [...]

When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. Historically, their reputation in this arena has been acceptable at best, and more often described as “nightmarish.” So if you’re wondering what you could possibly learn from reading this—don’t worry, I’ll explain. […]

Digital transformation in the Contact Centre: this was the topic that I presented in the Dominican Republic recently. Now, you may say to yourself " Yeah, yeah, I've heard it all before." However, the audience reacted positively upon hearing some striking – even astonishing – facts that I laid out. I'd like to share some [...]