Anna Warchol
Anna Warchol
Mouthpiece of Call Journey, a Melbourne-based speech analytics company. Writing about voice tech since before it was cool. Enthusiast of customer-centric innovation and employee engagement.
How to Implement Speech Analytics – Actionable Tips from Top Industry Experts
These tips on how to implement Speech Analytics will help you plan your onboarding better and utilize the new solution to its fullest. "How to...
Is Voice your Omnichannel Analytics blind spot?
Debunking 5 myths about adding voice to Omnichannel Analytics. Omnichannel Analytics is all about customer journeys. It’s task is to connect the dots between touch points, devices,...
Trends in Customer Feedback. What’s next?
Customers are reluctant to answer surveys, yet the need for high-quality customer feedback is growing. Is it time for a change in mining techniques? Customers...
20 Tips for Automating Call Center Quality Assurance with Conversation Analytics.
Call Center Quality Assurance is headed for a big technological makeover in 2016. How to embrace voice to stay on top? 2016 has already witnessed...
10 things call centre agents wish for in 2016.
Throughout 2015 we have spoken to countless agents, asking them about small improvements that could positively influence their work satisfaction and performance. From over...