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Unconscious Bias: turbocharging its EDI impact
by kenikeni Ever since studying theology at University and thereafter becoming engaged in experiential human development, I’ve been drawn to the mystery of who humans are and how they operate. The crux...
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Why Diversity in CX Matters
Diversity in customer experience is to recognize and respond to distinct customer needs. Some we recognise. For instance, legislation requires wheelchair customers move freely around a tourist...
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Real-Time Agent Guidance – Help or Hindrance?
I recently had the pleasure of an hour-long conversation with Mark Lockyer, CallMiner’s international sales director on the progress being made with real-time analytics. It’s a theme I’ve increasingly...
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