Digital collections

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

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

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

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

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

Conversational Analytics: Finding value from listening

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.

The value of being close to the customer

In discussion with Jake Levant from Lightico. The COVID pandemic has really forced us to rethink and reassess what is important within our businesses. Being close to the customer is of critical value. There is a new trend as companies start to see the value in picking some of the best ideas across other industries. See the full interview and find out more about Lightico-> Here.

Managing Risk Efficiently

In discussion with Jake Levant from Lightico. We discuss how new digital design can be used to de-clutter processes and find a new edge in risk mitigation. See the full interview and find out more about Lightico-> Here.