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Is Voice your Omnichannel Analytics blind spot?

3 April 2017 -

Debunking 5 myths about adding voice to Omnichannel Analytics. Omnichannel Analytics is all about customer journeys. It’s task is to connect the dots between touch points, devices, and actions to paint an accurate picture of every individual customer’s experience; to design predictable models of the client base. Businesses need to venture out of their safe data zone […]

The Future of Calibrated Monitoring in Call Centres

13 May 2015 -

“According to Darwin’s Origin of Species, it is not the most intellectual of the species that survives; it is not the strongest that survives; but the species that survives is the one that is able best to adapt and adjust to the changing environment in which it finds itself.’ –(Megginson, ‘Lessons from Europe for American […]

Digital Business: Out With the Old, in With the New?

10 April 2015 -

In the business world things are changing fast. They’re witnessing the convergence of traditional and digital channels and it is disrupting the way a business operates. But are we too quick to think that other traditional channels are to be disregarded? Digital business is the number one initiative for many business and it is woven […]

Conversation Analytics The Marketer’s Goldmine

5 March 2015 -

It’s weird when you think about it. Billions of phone calls occur every year, month – even every second – yet the data from those calls are not fully utilised. Not even close. Important customer data such as key topics, trends, sentiment – emotion and literally the kitchen sink – can be rescued from this deep conversational […]

3 Cases Where Conversation Analytics Proved a Great Success for Business

17 February 2015 -

During an era where unsubstantial evidence could determine the fate of a case, Sherlock Holmes was ahead of his time. He analysed finger prints and blood samples, examined shoe prints, and even gait, using his advanced chemistry skills to draw far more accurate conclusions – faster, too. He was meticulous, methodical and deeply analytical. A […]

Future of Business and Better Customer Experience

27 January 2015 -

In a recent Future of Business report by Optus, some interesting facts regarding a business’s perception of customer satisfaction were unearthed. What a business thinks a customer wants, and what a customer actually wants seem to be two very different things. The survey of 5,000 customers and 550 business decision-makers found that business are in the dark when […]