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In a series of multi-media research reports, globally acclaimed and bestselling author, Prof Dan Ariely, sheds some light on psychological insights which can rejuvenate and bolster the dynamic between human employees and desktop robots.

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Research proves…

Interactions EMEA 2019 welcomes award-winning actor, comedian, journalist, television presenter and film director – Stephen Fry as our celebrity keynote speaker!Stephen Fry’s career has spanned over many years with over 150 film, TV and audio performances, more than 20 written works, as well as 12.7 million Twitter followers; Fry’s wit and wisdom have been read, seen or heard…

My first introduction to the concept of speech analytics occurred with an on-site visit by a vendor about 12 years ago, when at a prior employer I was a user of digital recording primarily for QA purposes.  I’ll honestly admit that my initial impression and lingering thoughts following the meeting were something along these lines: “That seems pretty cool, but it’s an awful lot of money to just detect a couple of words in the calls.” and “How could this technology possibly help us?  We have monitoring teams in place who collect a bunch of data for us already, so what’s the big deal?”

I have a bad case of the “earworm”. That’s when music continually repeats through my mind after it is no longer playing. For me the earworm “T’ain’t What You Do” is doing double duty. The opening bars are infectious enough to make it impossible for me to get it out of my head. Yet its underlying message is what makes it truly memorable:

PBX is an acronym for “private branch exchange”. It’s basically a way to connect phones in a business to the external public switched telephone network (PSTN) using plain old phone telephone service (POTS) lines. Originally, this was done using dedicated hardware installed within a business’ office, usually in something called the “phone closet”. Since it was located on the business’ site, this was…

Today’s customers are digitally savvy, more demanding and expect instant service. Contact centers face a constant challenge in managing customer expectations. Here are some key customer expectations and some tips towards managing them Save my time – Have your customers spend less time on wait times by providing a self-service option where the use case is best suited (E.g., Password…