Data

THE MOST VALUABLE COMMODITY IS DATA

Is your phone system ready for when ASIC mandate call recording? Does it have the capability to interrogate, anaylse and manage this data? At a recent symposium held in Melbourne in September 2019, ASIC Chairman, James Shipton commented on the work ASIC and the government was doing to promote better consumer outcomes to consumers –[…]

Caller Sentiment

YOU CAN’T IMPROVE WHAT YOU CAN’T MEASURE

Caller Sentiment – making consumers your first priority! Certainly, it’s simple to measure output, sales, logistics, and cash flow in a business. Similarly, it’s also easy for a business to measure the intelligence quotient (IQ) of staff members. Yet, they have difficulty measuring emotional intelligence and emotional connection (caller sentiment) with their callers. Research shows[…]