Patience – An agent’s responsibility

July 21, 2017

Patience, not all callers have it. They want everything and they want you to give it to them right now or else your NPS score will be terrible. The customer’s time is precious, we know this, but ours is too right? We have average call times to worry about, people waiting in queue and surveys […]

Is a robot after your Job?

July 10, 2017

How many people saw that video online about the robot that could hold a conversation with a human? She looked like a woman, had mannerisms, thought about her answers and even blinked. The video went viral and was even on 20/20 but obviously not enough people were paying attention to realise we need to destroy […]