Articles & Blogs
From data points to deep customer insights
Learn how to cut contact volume and protect your CX. Our blog shares practical strategies to help you gain full visibility into every interaction and address the issues that matter most to your customers.
Your Contact Centre’s Lack of Visibility is Causing an Experience Gap
The Experience Gap is real, and it’s being made worse by your lack of visibility. The good news...
Call Centre Voice Analytics Explained
If you’ve come across the term “voice analytics” and aren’t quite sure what it means (or how it’s...
When AI Customer Support Fails: Why High-Stakes CX Moments Still Need Humans
This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI....
Speech Analytics Software: What to Look For
Choosing speech analytics software shouldn’t feel like buying a fancy transcript generator with a dashboard attached. Yes, transcription...
How QA Turns Every Customer Conversation Into a Retention Strategy
Customer churn doesn’t start with lost sales, it starts in conversations.Refund friction, unresolved issues, confusing policies, and low-empathy...
What is the True Cost of Poor Customer Visibility?
Poor customer visibility rarely looks like a data problem. It shows up as rising contact volumes, endless manual...
Call Centre Speech Analytics: Use Cases & Benefits
Call centre speech analytics is most valuable when it’s applied to the problems contact centres feel every day:...
6 Customer Experience Trends That Will Redefine CX in 2026
This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI....
How Real-Time Anomaly Detection Transforms Retail Contact Centres During the Festive Season
Retail contact centres face intense pressure during the festive period and January returns surge. This article explains how...
Strong Customer Emotion Spikes: The Signals Most Support Teams Miss
Strong emotions in customer conversations are easy to miss – not because teams don’t care, but because frustration,...
Conversational Analytics: Earning CX a Seat at the Boardroom Table
Based on a recent talk at Contact Centre Expo Customer experience is supposed to be a priority. We...
Voice of the Customer Programs Explained: Challenges, Insights, and How to Get It Right
This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI....
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