Blogs

The trouble with being curious and working in technology is that the whole work-life balance evaporates. So ContactEngine's journey through AI inevitably became my personal journey too. I don't mean to boast, but in my spare time I'm building a house. It's not often you do...

Earlier on this year we had the privilege of becoming one of the chosen few to join the Microsoft ScaleUp Programme, based in London. I’ve always been an admirer of Microsoft – it’s my most trusted IT brand in fact – so I was very...

The Facebook/Cambridge Analytica scandal is not the easiest backdrop against which to write a blog post espousing the benefits of micro-personalising customer content. It does, however, demonstrate that if companies want to justify the data they collect and hold, they need to use it in...

My recent posts have focused a lot on what AI can’t do. It isn’t magic, it won’t take over the world, it won’t write a great novel. It would struggle to write a bad novel, come to think of it. Jeffrey Archer’s career is safe,...

Artificial intelligence (AI) is not what the name describes at all. We can barely define human intelligence, let alone create our own version. So, what does the term really mean? And what about the numerous other terms that get thrown around? Is ‘machine learning’ a...

"At least when there's an evil dictator, that human is going to die. But for an AI, there would be no death," says Elon Musk, the man behind Tesla cars and rocket-maker SpaceX, in a new documentary[1]. "It would live forever. And then you'd have...

Recently, Laura van Beers interviewed Professor Francesca Toni of Imperial College London (here) about how AI could be used to understand human arguments. Towards the end of the interview, Professor Toni mentioned that her work might one day lead to a way to tackle a...

Around 100 years before the birth of Christ, somewhere in the Mediterranean – let’s call it Rhodes – lived a man called Hipparchus. He was a mathematician and astronomer who liked a challenge, and one particular challenge was this: if you are going to train...

Losing customers is a challenge that every company in every industry faces, but telecommunications businesses have a particularly difficult job addressing it. This is because churn doesn’t present itself immediately. Customers are usually locked into 12-month contracts, which means bad service may push them away early...

What if your churn strategy could go one step further than simply getting your customers to sign on again for another 12 months? Imagine a world where your data could not only flag up customers who are about to disappear, but could also be used...

It’s always dangerous for UK-based companies, not least small ‘tech’ players (albeit with some enormous customers), to think that the U.S. market will see their success multiplied: simply due to the size of the population in The New World. The age-old-adage of America being the graveyard...

I hate my washing machine. I like my drinks fridge. The dishwasher irritates me. I love the microwave but I think the other fridge hides food from me until the sell by date is passed and then pushes festering cheese into my face when I...

As always, the turning of the new year inspires reflection. We look back on our accomplishments of last year and take out our crystal ball to make predictions for the coming year. A traditional way of doing this is by making a list of the ‘Top...

I was always taught in school to think big. Let’s face it, growing up in America you would never contemplate thinking small, would you? It’s counter to the DNA. Anything is possible if you work hard. The sky is the limit. Big: Good. Small: Bad. Let’s...

Let’s face it: we all have guilty pleasures. For some, it could be celebrity gossip or cheesy television shows and for others, it may be chocolate profiteroles. We all have them but more often than not, we like to keep them to ourselves. However, there’s...

At ContactEngine we are all about making the efficient-and-effective everyday ever better. When the efficient-and-effective everyday goes well, or to plan, just right, just on time, super-smoothly, as one had hoped simply seamlessly, or, dare we say it - perfectly! We are tempted to smile ...

Preposterous. Of course it is.  Average Handling Time (AHT) has been the standard for measuring your contact centre’s performance since the oh so genuine “your call is important to us” phrase was invented.  It is mathematically impossible to achieve a state where your agents spend...

How would you explain the Net Promoter Score’s limitations in an anecdote? Well, imagine if a friend or colleague catches you in a moment you’re not very proud of. They’re standing within earshot, when in an irritable fit, you’ve just snapped at your partner or been on...

I’ve always wondered: is it any surprise call centre employees aren’t motivated enough when popular culture often portrays their working lives as steeped in monotony? Like a dreadful Lowry painting of Mancunian mill workers, we see reams of books and films featuring actors as call...