An Interview with Eoin Power, Head of Contact Strategy & Insight, TalkTalk

An Interview with Eoin Power, Head of Contact Strategy & Insight, TalkTalk

An Interview with Eoin Power, Head of Contact Strategy & Insight, TalkTalk

The challenge for TalkTalk was to try and understand the reasons customers were calling and then try and get that customer to the right place, first time. Here Eoin talks to us about natural language call steering and the process to getting it right.

By Vocalcom

Virtual Queuing: Changing the World one Callback at a Time

‘Your estimated wait time is between three and five minutes. Please stay on the line until the next agent is available.’ How many times has this automated message been relayed to us? During our short lunch break? When we have that slight gap open to dial in and resolve that pressing issue? It seems like we’re always put on hold...
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