We are delighted to announce that Serco has successfully achieved the prestigious CCA Global Accreditation for Customer Experience©, a milestone that reflects their unwavering commitment to delivering exceptional service and innovation.
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How can contact centres deliver on this new, urgent imperative? Webinar available on-demand now
'Sentiment' is generally referred to as a method of measuring emotion in customer and agent interactions. This report offers an insight into sentiment analytics as the foundation for AI modelling for understanding customer and agent interactions, and how
Who wouldn’t want to be a mind-reader? Wouldn’t it save all the expense and time we currently devote to extensive structured customer feedback research? Or maybe we need to consider other ways to get inside the heads of our customers? ...
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