Exploring the future
of conversations.

Ask this question anywhere else and you get a technology answer. Ask it in the UAE and you need two answers, because what the technology does and what you are permitted to deploy are separate questions with different governing bodies attached. Most guides cover the first and skip the second entirely, which is how businesses […]

Most service measurement asks people how they felt. This one asks something narrower and, I’d argue, more useful: how hard did we make you work? There’s a catch, though, and it shapes everything below. Two different survey questions, two scale directions and two calculation methods all travel under the same three letters. Compare your result […]

Freight, parcel and fleet operations get sold platforms designed for retail support, then find out during peak season that the requirements which mattered most were never tested. Nobody asked whether the system could resolve a consignment reference before an agent picked up. Nobody asked what a driver stuck at a border crossing at 3am reaches, […]

Most articles on this subject present a live choice between two options. That framing was accurate a decade ago and is drifting out of date, because in a growing number of markets the copper network underneath traditional service is being switched off deliberately. So there are really two questions here. Which technology suits your business, […]

Search this term and you’ll find the same number repeated everywhere: 28 seconds, described as the global standard. Independently measured data tells a different story, and the gap between those two figures is the most useful thing on this page. What Is Average Speed of Answer? Average speed of answer, usually shortened to ASA, is […]

Most writing on this subject describes what the technology can do. For a regulated institution that’s the less interesting half of the question, because capability was never the binding constraint. What limits deployment is whether you can explain a decision afterward, whether the interaction crossed into licensed territory, and whether the record you keep is […]

Two things are true about this measure at the same time. It is the most widely adopted customer loyalty framework in existence, used by roughly two-thirds of the Fortune 1000. It is also the metric its own creator has publicly warned is being turned into a vanity statistic by the firms reporting it. Holding both […]

Financial institutions run evaluations that look thorough and test the wrong things. Call quality gets demonstrated, the interface gets praised, integration with the CRM gets confirmed, and nobody asks what happens to a card number in the transcript. Then a supervisor asks for evidence about one call from eight months ago, and the gap between […]

Ask a vendor whether their platform is multi-tenant and you’ll get a confident yes. Ask what that means for an outsourcer running fourteen client campaigns that must never see each other’s data, and the conversation gets considerably less confident. That gap is where most bad procurement decisions in this category start. What Multi-Tenancy Actually Means […]