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New app aims to revolutionise contact centre data analysis

By |December 6th, 2014|Contact Centres|

A new software application that aims to dramatically simplify contact centre data analysis has been launched this week. WhyDetector™ is designed to provide contact centre managers with instant access to performance issues together with the story behind the problem. The cloud-based app sits alongside existing ACD and WFM systems, extracting key statistics, interpreting the information [...]

Apple Made $18 billion Profit in 3 Months, But This Is What They Taught Me

By |October 14th, 2014|Technology|

I was babbling on about speech analytics, when Gayle stopped me in my tracks. “I want less, not more.” I immediately shut up and blushed. But I soon realised she was not referring to my blarney, but the surfeit of data that proliferates in contact centres. Having spent most of my career fitting contact centres [...]