Andrew Mort

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing annual attrition rates as high as...

Will Emotion Detection Change Customer Experience Forever?

It’s no secret that emotions drive behavior. Happy people whistle. Angry drivers crash cars. And now, with the help of emotion detection and analytics,...

AI Predictive Maintenance and Proactive Customer Assistance

A study by The Wall Street Journal and Emerson reported that unplanned downtime – 42% of which is a result of equipment failure –...

Call Center Culture of Excellence – How to Build it

Many of us have worked in contact centers. It’s never been a particularly glamorous or well-paid job. And there’s now a serious talent shortage....

Five strategies to improve customer experience in telecoms

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester...

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