Call centre

Digital and Vulnerability: Listening to customer interactions to design better processes

  • by
In conversation with Frank Sherlock from CallMiner. In this clip Frank talks about how by listening to customer interactions it is possible to diagnose and gather data to help design better processes to help customers. However, digital vulnerability is a real thing and processes need to be designed with this in mind. There is always a need to speak to people and it is important to design processes around this. See the full interview and… Read more

Invaluable Silence: Listening to all aspects of a conversation, it can be valuable

  • by
In conversation with Frank Sherlock from CallMiner. We chatted a little around the non-voice aspects of a conversation, in this case, silence. Silence, the duration and its nature can in itself generate valuable contextual insight into a conversation. Insights to the customer and the performance of processes themselves. Across an entire call centre can provide invaluable insight, one that only analysing text or messages themselves cannot see. See the full interview and find out more… Read more

Market hiring trends

  • by
Neil Johns from MERJE chats about sectors and skills that are in demand today. Particularly interesting about the change and switch towards digital. See the full interview and find out more about MERJE -> Here.

Real Heroes: How the call centre has stepped up and shone brightly through the pandemic

  • by
In conversation with Frank Sherlock from CallMiner. In this clip Frank talks about how by listening to customer interactions it is possible to diagnose and gather data to help design better processes to help customers. However, digital vulnerability is a real thing and processes need to be designed with this in mind. There is always a need to speak to people and it is important to design processes around this. See the full interview and… Read more

Conversational Analytics: Finding value from listening

  • by
The full interview with Frank Sherlock from CallMiner. In a wide-ranging conversation, we talk about the power of speech analytics and how this can be used to diagnose and improve processes, helping both customers and employees alike. Since lockdown, with the expected increase in financial difficulty and vulnerability, this is also likely to be especially important going forward too. Find out more about CallMiner-> Here.

Working at home is productive – myth or not?

  • by
Neil Johns from MERJE chats about his perspective and what he has been seeing in terms of working at home myths. Will it be a trend that continues? See the full interview and find out more about MERJE -> Here.