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A Scottish tale….. On May 12th, Ahmad (Omningage CTO) and I took part in a networking event for the cloud technology industry in AWS’s Development
Sources of agent stress In her recent article, Patty Yan identified 10 sources of agent stress. The top source was “Dealing with angry customers”. Number
“You’re going to need a bigger boat” Early in the film “Jaws”, the main characters go out on a fishing boat and have their first
Context In the late 20th century, companies recognized that serving customers remotely was more cost-effective than serving them face to face. The contact center industry
Everyone speaks English – don’t they? Despite Brexit and the pandemic, business still becomes more internationalized. The European Union (EU) has 24 official languages. These
What is it? In their September 2019 article, Nexidia defined sentiment analysis as a “branch of speech analytics that focuses specifically on assessing the emotional
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