Blog Articles by Daniel Hong

Blog Image
June 17, 2015

You’re Losing Sales and CSAT Because You’re Not Using Your Data

#Customer Engagement

You certainly have plenty of data about your customers’ interactions (probably the last thing you need is more data you…

Blog Image
December 30, 2013

Man or Machine: Who’s Behind the Curtain?

#Customer Engagement, #Modern IVR

A recent article in The Atlantic that has garnered much attention on the web reported on an interesting interaction…

Blog Image
December 20, 2013

Omnichannel + Prediction = 3

#Customer Engagement

In today’s hyper-connected, multi-device, multi-channel world the consumer engages with businesses across more touch…

Blog Image
August 15, 2013

SpeechTEK and How to Stay Ahead of the Customer Service Curve

#Customer Engagement, #Modern IVR

It's that time of the year again when the colorful characters of speech recognition technology come out of the…