Articles by Sam Hill
28 Jul 2022 in Marketing
In contact centres, every conversation matters. But what matters in every conversation?
In an ideal world, contact centres would have the time, resources and tools available to analyse 100% of their agents’ conversations. Although there’s a difference of opinion in the industry about the levels at which quality monitoring should take place, the general rule is undeniable: a greater...
21 Jan 2021 in News
What the 2021 experience looks like for Infinity clients