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Andrew Lamrock

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.

I just call to say I love you. How to track and measure emotion?

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...

6 things that Net Promoter Score won’t tell you (but conversation analytics will).

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....

How to do data analytics. A 101 crash course for CEOs who slept in.

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...

10 top predictions for the Contact Centre of 2020

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...

A Beginner’s Guide to Conversation Analytics

Voice of the Customer is no longer a metaphor. A new wave of solutions allowing companies to literally hear and measure their business phone...

5 questions you have to answer before going omnichannel.

In a customer service obsessed era, the pressure is on to diversify and offer multiple contact points. Here are 5 fundamental questions you need...

Digital Business: Out With the Old, in With the New?

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...

Conversation Analytics The Marketer’s Goldmine

It’s weird when you think about it. Billions of phone calls occur every year, month – even every second – yet the data from...

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