Over the last 5 years, advances in technology and the move to the Cloud has made advanced contact centre applications accessible to small and medium sized contact centres. The BIG question: What are the real benefits of deploying speech analytics technology within a smaller organisation? The short answer is – EXACTLY the same as expected […]
Donna Baxter, one of SVL’s Workforce Management (WFM) Consultants, reflects upon the changes in the contact centre industry over the last 15 years, and how workforce management changes radically over that period.
From apprentice to troubleshooter for banking giants. Former Calderglen High pupil Ewan Spark qualifies as Voice Recording Engineer, looking after his local council as well as major financial institutions.