Jordan Edmunds

How to use SMS more intelligently, for one-to-one conversations at scale

Just over three years ago, I was in Newcastle visiting friends. We went out, had a few drinks, and, after the cab home, we put in the inevitable pizza order with Domino’s. I live more than 250 miles away from that branch of Domino’s in...

Speech analytics: the latest contact centre conversation

Anyone who’s ever made contact with a call centre will be familiar with the following phrase, or some variation of it: “Calls may be recorded for training and monitoring purposes.” It’s one of those sayings that’s become so commonplace, few would bother to gaze beyond...

If the customer is always right, how can you please them all at once?

If you watch enough of Gordon Ramsay’s Kitchen Nightmares you start to identify a few trends. A scene that features in almost every episode goes something like this: Gordon flips through a menu the size of War & Peace, his expression steadily becoming more aghast...

New Posts

CustomerThink