Frank Sherlock
CallMiner
6th Jan 2021
It’s no secret that delivering a five-star customer experience (CX) has direct and long-lasting positive effects on customer loyalty...
Blog
19th Sep 2019
In my recent blog What separates Which’s best and worst brands? I described three ways in which call centres can improve their satisfaction...
Blog
12th Sep 2019
Which has recently revealed its list of UK’s Best and worst brands for customer service in 2019 . While the top-ranking brands were from a...
Blog
24th Aug 2018
Despite all the efforts to keep customers loyal, a new survey report - The CallMiner Index – a reveals a switching epidemic that has seen...
Blog
1st Nov 2017
In my daily conversations with contact centre professionals I often hear that securing an investment for implementing analytics technology...
Blog
21st Jun 2017
Because of the nature of the industry I work in, I care a lot about how good companies are at delivering a superior experience to their...
Blog
5th Jun 2017
Modern contact centres agents have access to an increasing array of technology to help them to perform better. But technology will only...
Blog
18th Apr 2017
It is safe to say that it’s now well past the time to call ‘omnichannel’ just a buzzword. I attended the CCW 2017 Conference last month and...
Blog