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My server room is my comfort zone You’re a contact centre manager. You have a contact centre platform installed in your server room. It is
Sentiment Analysis – What is it and how does it work? Most speech analytics solutions, including Contact Lens for Amazon Connect (Contact Lens), provide sentiment
Wallboards: What are they? Why do they matter? Pre- Covid, wallboards were an essential feature of contact centres. They consisted of reports displayed on plasma
What is Amazon Connect Wisdom? How does it work? When Jimi Hendrix said: “Knowledge speaks, but wisdom listens”, he had no idea that he would
Who needs voice biometrics? One of the main challenges of online business is authenticating customers when they call or log in. In his June 2017
Who needs QM? Quality Management (QM) has been used in contact centres for more than 20 years. The classic concept of QM is manual. A
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