Blog

Harnessing the power of voice analytics to support agent wellbeing
How can contact centres' managers stay in control of their agents' wellbeing in homeworking environment?
2020: The Year in Review
Review of 2020 at Awaken. Discover what we accomplished!
Hybrid Working – The Way Forward in 2021
How to enter 2021 with more automation, less repetition and better CX in your contact centre? Read for more.
Your Guide to Interaction Analytics
If you are looking to understand how Interaction Analytics can advance your contact centre you are in the right place.
The Beauty of Good People and Good Technology Working in Unison – What Successful Remote Working Can Look Like for Call Centres
Fully remote contact centre? Some businesses have been doing it for years.
Interaction Analytics – The Crucial Answer to Defining Your Omnichannel
Discover how to transform your e-commerce business with use of Interaction Analytics. Once and for all.
Blog Take-Over by Carolina
Discover our new ‘Take Overs’ blog series from members of the Awaken team!
How to Listen to Your Customers with Voice Analytics to Transform Their Experience
If only you had a way to read your customers’ minds! Well, actually you do, and it’s called call monitoring.
Insurance alert: how to turn robotic claim taking into a real human conversation
Find out how to turn robotic claim taking into a real human conversation at the speed of your client.
Call Centre Management – Getting it Right from the Start
There are many elements to the best practices in a remote call centre, find out how they can benefit your business.
Boom or Bust
Looking at how the financial sector is coping in the UK and USA during COVID-19
The Best Practices for Customer Service Analysis
Discover how to do customer analysis and why it is so crucial to your business.
Customer Experience Mapping: Everything You Need To Know
Customer and user experience mapping can shape the way you handle your calls. Find out how it can help your business.
5 Best Strategies for Successful Contact Centre Management – Remotely or Otherwise
Key important factors in managing a profitable contact centre.
How Voice Analytics Can Improve Your Customer Service
What is the level of Importance in Customer Experience (CX) as a key driver behind a successful call centre? Find out!
We Don’t Need a Revolution, or a Pandemic to Drive Call Centre Efficiency
How to place your business above competitors whilst accelerating business efficiency and customer experience.
Conversational Analytics – Making Digital Transformation a Reality
Digital transformation in contact centres - how to make good use of Conversational Analytics
First Call Resolution and Happy Customers – How to Strike the Balance
Critical factors affecting the purchase intention and loyalty of your customers
How to Preserve a Positive Team Environment for Remote Contact Centres – Part 3
Agents wellbeing: Top tips on how to keep your agents happy and motivated
How to Improve Customer Experience and Agent Wellbeing for Homeworking Contact Centres – Part 2
Data-driven decisions: Keeping both, customers and agents satisfied
How to Ensure Quality with Homeworking Contact Centres – Part 1
Looking at how agile technology can support businesses when operating remotely
What We Did at Awaken and CallScripter in 2019
Review Of The Year. Company Growth & Expansion
Call Centre Automation
3 ways AI can improve customer satisfaction with the Contact Centre
How Well Does Your Business Service Non-English Speaking Customers?
Many businesses have a significant blind spot where it comes to servicing customers that are not native English speakers
Creating Better Conversations
Improving customer experience with Dynamic Low-Code Scripting
Differences Between Speech and Voice Analytics
The difference between Speech and Voice Analytics
Can Your Contact Centre Deliver Value?
Finding a Needle in a Haystack
The problem with drawing real insights from your Big Data

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