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Latest White Papers

The importance of data-driven business change

Implementation of change within a business can be challenging....
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Using speech analytics to analyse customer effort and predict NPS

We’ve all had frustrating product or service experiences –...
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Finding your North Star

Introducing the North Star: Why organisations need one and...
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Making the case for investment

Organisations are often under-funded in terms of their operational...
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Latest Blogs

What’s the solution to agents gaming the system?

22nd Jun 2018
Contact centre agents are under a great deal of...
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Will Gen-Z force the shift to customer centricity?

18th Jun 2018
It was said that millennials were one of the...
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How accurate are your speech analytics?

15th Jun 2018
Speech analytics is one of the most powerful tools...
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Get smarter about customer data

12th Jun 2018
We hear so much about how data can help...
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Latest Views on the News

Outsource Outroar

ARE YOUR CUSTOMER MANAGEMENT OUTSOURCING ARRANGEMENTS IN SAFE HANDS?...
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Retail Focus: Cost Reduction and Improved Customer Interactions. Is That On Your 2018 To Do List?

As the post-Christmas trading analysis shows there are some...
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Latest Webinar Recordings

What’s the solution to agents gaming the system?

Contact centre agents are under a great deal of...
Read more

Ember helps retailer identify its most valuable interactions

Value / Irritant analysis of customer contact will inform...
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Will Gen-Z force the shift to customer centricity?

It was said that millennials were one of the...
Read more

How accurate are your speech analytics?

Speech analytics is one of the most powerful tools...
Read more