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The conversational intelligence library
Master the "why" behind your contact spikes. Access expert resources on using real-time insights to solve issues at the root and deliver a best-in-class customer experience.
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...
The True Cost of Poor Customer Visibility
Most organisations think they understand why customers contact them until rising volumes, manual analysis bottlenecks, and failing...
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....
Black Friday Survival Guide for Contact Centre Leaders
Black Friday isn’t just a sales event – it’s a stress test for your contact centre’s people, systems,...
Customer Support Data Maturity: The 4 Levels That Define CX Success
This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI....
When Chatbots Go Wrong: The New Risk Landscape in AI Customer Service
Generative AI chatbots are transforming customer service – but also creating a new kind of risk. When AI...
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