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Peter Gough on NICE

At the recent NICE Interactions Conference in London, SVL Director Peter Gough spoke to the NICE media team about SVL’s 18 year relationship with the organisation.

Peter talks about the many benefits of being a NICE portfolio partner, the support SVL receive and NICE’S outstanding R&D strategy which has led to the creation of some outstanding technologies.

2nd August 2018

The Case for Speech Analytics in the Small to Medium Enterprise

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 […]

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15th August 2018

Performance support in Contact Centres – use it or lose it!

Allan Kay, our Training Manager, reflects on the joys and frustrations of implementing a training programme for a contact centre.

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8th August 2018

PULL OVER – we’re the Real-time Police!

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. 

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27th July 2018

Managing legacy data – avoiding a toxic shock

GDPR has led to many issues around the storage of data. SVL Director, Peter Gough, discusses its impact on the contact centre industry and the abundance of legacy data that is stored.

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19th July 2018

Spark of Genius

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.

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9th July 2018

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