Quality Assurance – beyond the tick box
If you’re like many other businesses out there, one or all of the below Quality [...]
Digital Self Service and the Hidden Impact on Your Business
Through our many engagements with SME, Enterprise and Government clients, we are [...]
Crawl, Walk, Run … and focused on the Customer
Over the past 12 months we have delivered numerous engagements focused on extrac [...]
Make 2018 the year to truly understand what your customers are asking of you!
As we reflect back on 2017, how far have we come as an industry in improving our [...]
The tantalising promise of speech analytics
After setting up Ensighted with my technical partner Charl, we have hit the grou [...]
What are the critical skills that really drive sales conversion?
If your contact centre is striving to drive up sales conversion, one of the smar [...]