Andrew Lamrock
Andrew Lamrock is the Director of Enterprise Intelligence at Call Journey, and was also the National Manager of Sales Programs at Telstra and CEO of Medibank Melbourne Ice.
Emotion trumps the product and the price. But how to capture and measure customer experience? In June, Forrester’s researcher Megan Burns caused a bit of...
Net Promoter Score is a useful metric. It will indicate whether you have a problem but it won’t tell you what the problem is....
You want to join the competitors and start analysing your data, but think it's too late to ask the basic questions? Worry not, this...
With customer experience on everyone’s lips, the contact centre is about to undergo a major metamorphosis from an ugly duckling to the enterprise’s swan. Contact...
Voice of the Customer is no longer a metaphor. A new wave of solutions allowing companies to literally hear and measure their business phone...
In a customer service obsessed era, the pressure is on to diversify and offer multiple contact points. Here are 5 fundamental questions you need...
In the business world things are changing fast. They’re witnessing the convergence of traditional and digital channels and it is disrupting the way a...
It’s weird when you think about it. Billions of phone calls occur every year, month – even every second – yet the data from...