28 January 2026Choosing speech analytics software shouldn’t feel like buying a fancy transcript generator with a dashboard attached. Yes, transcription matters. Yes,…- 26 January 2026Customer churn doesn’t start with lost sales, it starts in conversations.Refund friction, unresolved issues, confusing policies, and low-empathy responses quietly…
- 19 January 2026Poor customer visibility rarely looks like a data problem. It shows up as rising contact volumes, endless manual analysis, failing…
- 15 January 2026Call centre speech analytics is most valuable when it’s applied to the problems contact centres feel every day: inconsistent quality,…
- 13 January 2026This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI. Follow for…
- 17 December 2025Retail contact centres face intense pressure during the festive period and January returns surge. This article explains how real-time anomaly…
- 8 December 2025Strong emotions in customer conversations are easy to miss – not because teams don’t care, but because frustration, confusion, and…
- 27 November 2025Based on a recent talk at Contact Centre Expo Customer experience is supposed to be a priority. We all say…
- 11 November 2025This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI. Follow for…
- 10 November 2025Black Friday isn’t just a sales event – it’s a stress test for your contact centre’s people, systems, and leadership.…
