data science

Human to human interaction

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In this clip, Jimmy Hosang, CEO of TMAC talks about the importance of human to human interaction, it is often part of the business process that really makes companies valuable, a moment of truth. Looking at what is the happy path within a call, and analysing it in detail, really help with excellence in process design. See the full interview and find out more about TMAC-> Here.

A sea of data: filtering the signal from the noise

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Chris McEleavey, a founding partner at Bulien, talks about the explosion we have seen in quality and the volume of data, and just how to manage all of this. See the full interview and find out more about Bulien -> Here.

Trust, a fundamental measure

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No more call centre improv…

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Jimmy Hosang, CEO of TMAC, chats about his belief in call centre scripts… it is not about improvisation, but delivering a controlled, skilled and experienced performance on the phone. No two calls are the same, but there is a method, one that can yield better outcomes. See the full interview and find out more about TMAC-> Here.

Voice is the future

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Using data to create customer trust

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The full interview with Jimmy Hosang from TMAC (The Modular Analytics Company). Here Jimmy talks about the importance of voice communication, in building customer trust, together with some of the analytical approaches that can be overlayed to create even better outcomes. Voice firmed has an important place in the future for contact centres. Find out more about TMAC-Here.… Read more