Sifting through the layers to uncover gold insights – Part #1
Many businesses and government agencies have sound practices and processes to manage the key metrics related to how they ...
Fulfilling the Analytics Promise
Fulfilling the Analytics Promise Closing the loop There are technologies that deliver seamless experiences to the user without much ...
Real Time Speech & Text Analytics – does it really stack up?
Real Time Speech & Text Analytics - does it really stack up? There is a lot of focus in ...
Quality Assurance – beyond the tick box
Quality Assurance – beyond the tick box If you’re like many other businesses out there, one or all of ...
Digital Self Service and the Hidden Impact on Your Business
Digital Self Service and the Hidden Impact on Your Business Through our many engagements with SME, Enterprise and Government ...
Crawl, Walk, Run … and focused on the Customer
Crawl, Walk, Run … and focused on the Customer Over the past 12 months we have delivered numerous engagements ...
How silence is hurting your contact centre
How silence is hurting your contact centre Not ready, on hold, call wrap up time – all these Contact ...
Make 2018 the year to truly understand what your customers are asking of you!
Make 2018 the year to truly understand what your customers are asking of you! As we reflect back on ...
The tantalising promise of speech analytics
The tantalising promise of speech analytics After setting up Ensighted with my technical partner Charl, we have hit the ...
What are the critical skills that really drive sales conversion?
What are the critical skills that really drive sales conversion? If your contact centre is striving to drive up ...