Leadership and The Lone Nut

Posted on Leave a commentPosted in Business Optimisation

and now, some notes on leadership folks; Not Leadership We’re not necessarily talking about political leaders, pioneers or even executives. We’re talking about leaders. Having authority doesn’t automatically make you a leader. Heck, you don’t even need to be charismatic. Influence is the currency of leadership.   It’s the art of getting others to do […]

Why you need a UX Strategy

Posted on Leave a commentPosted in Business Optimisation, Consumer Psychology, Customer Experience, Customer Insight

There has never been a more exciting time to be in business. Competition is fierce, changes are coming and it’s our job to make sure we come through stronger and with more opportunities. Adopting a culture of innovation and creativity is what will lead many businesses to success. UX Strategy Disruption will come from some form of knowledge […]

If-By-Outsourcing

Posted on Leave a commentPosted in Business Optimisation

It seems the one driving force behind outsourcing has always been a cost saving measure. In the past, this is particularly the case when talking about big companies who outsource for cheap labour. Big companies who are based in the United States, Australia and the UK have call centers in the Philippines, South Africa and […]

Contracts for Data Mining

Posted on Leave a commentPosted in Analytics, Business Optimisation, Customer Insight, Speech Analytics

There’s no place like home… maybe Data and technology alone will not bring wins from data mining. It’s people that drive this technology, people analyse and people bring insights. Many organisations mistakenly believe that if they just plug-in speech analytics and have it analyse their calls, the software will instantly deliver insights about their business. Unfortunately magic is usually […]

Speech Analytics – Inhouse or Managed Service?

Posted on Leave a commentPosted in Analytics, Business Optimisation, Speech Analytics

One of the hottest new technologies around at the moment is speech analytics. It’s promise is that it can mine ALL customer conversations to unlock insights and identify patterns of behaviour. But does it deliver on this promise and is a managed speech analytics solution better? The answer is…it depends. The elements of a successful […]

Improve Customer Experience by Talking The ‘Customer ‘Speak’ Language

Posted on Leave a commentPosted in Business Optimisation, Customer Experience

What customers want Customers don’t want you to have to think about what you mean they simply want to have a conversation with you in day to day language we use to communicate with each other. You will understand the customer’s enquiry, needs and ultimately achieve the best outcome with that customer. We believe in keeping […]