Hidden Insights
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Fake news is in the news again. Both in the US and in Europe. Facebook recently announced that it was allowing Congressional scrutiny of advertisements bought by Russians during the 2016 US election, as part of an ongoing investigation. It is a hard path to walk. Facebook has faced criticism
Call centres — or contact centres, as they are now often known, to reflect the increasing number of channels for customer contact — are a vital part of the customer experience with many companies. In my previous note, I reviewed the path that got us to the modern contact centre.
And the essential ingredients that will. We all like to think we possess a good understanding of our customers, but as their needs and wants evolve, so must the level of insight we hold about them. If you did have a deeper and more expansive knowledge of each one of