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“This call may be recorded for training and quality purposes” Almost every time we pick up the phone and call a customer support helpline, we all hear this little disclaimer. But just what does that mean? In the past, it only meant that, in the event of a dispute with the business, a supervisor may review your call. But as…

The business environment is changing across all industries, including the insurance and banking sectors, as a result of digitization, which is characterised by an increase in mobile devices and social media. Insurance companies and banks are connecting with their consumers more effectively thanks to social networks and communities, which helps with branding, customer acquisition, and customer retention. These businesses are…

The nature of the workplace and the interactions between employees and HR professionals inside a business have definitely altered as a result of the new realities. Working remotely has benefited certain employees. Others have found it difficult. While working from home, some people have been able to successfully separate their personal and professional lives, while others miss the feeling of…

We are able to build a rapport and assess the problem when we speak to someone face-to-face in a traditional environment. Behavioral detection is what is used to describe this. While today's customers, employees, and the majority of people across the world are more at ease than ever using telephone and internet communications in place of face-to-face contacts. It takes…