Linguistics Tag

Emoji! A huge topic! This has been a source of much discussion in the company recently, with many strong opinions and some lively debate. So, of course, it was time for a blog. One of the first things I found when I began my research, with...

So this is Christmas and what have you done? Another year over and a new one just (about to) beg(i)un. Oh I do like a famous quote. So here’s one from someone who isn’t a Beatle – the Nobel Laureate Nils Bohr once said "Prediction is...

The funny thing about being a ContactEngine employee is that we all spend a lot of time thinking about how we can provide a good, efficient, non-annoying service with our customer communications. At the same time, we are all consumers ourselves – who among us...

In my previous post on linguistic interactions between computer-managed communications and people, I discussed the interesting phenomenon in human-computer interaction (HCI) whereby humans can sometimes be unaware that they are communicating with a computer – an automated system – rather than a person. As I explained,...

We’ve recently been considering the field of linguistics more at ContactEngine: what it is, why we should care, and how we can use it to our advantage. I talked briefly in my previous post about the way language is medium-dependent and context-dependent – it varies...

Linguistics is, in my moderate experience, a widely and grievously misunderstood subject. People know it has something to do with language; from there, assumptions tend to branch off into two disparate but equally misinformed areas. First, that linguistics is learning how to speak other languages...

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...

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...