Sentiment’s role in contact centre management
Sentiment Analysis – What is it and how does it work? Most speech analytics solutions, including Contact Lens for Amazon Connect (Contact Lens), provide sentiment analysis in their functionality. Sentiment analysis, using artificial intelligence, analyses both lexical content (the words a person speaks) and acoustic content (non-linguistic characteristics of a person’s voice, such as […]
Is the wallboard extinct? Far from it!
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 screens mounted on the contact centre’s walls. Wallboards were designed to let all staff know what was happening in the contact centre in terms of KPIs, such as Average Handling […]
Why do eagles drop tortoises on rocks?
Fun fact of the week! Aeschylus, the ancient Greek playwright, had fought in and survived the three main battles of the Persian wars. He died at the age of 67 when an eagle dropped a tortoise on his bald head.Why do eagles drop tortoises on bald heads? What’s this got to do with IT? Eagles […]