Lawson Concepts helps organizations harness information to reduce customer effort. His firm specializes in aiding companies with speech analytics blueprinting and high-performance knowledge management, thus enabling contact centers to better leverage their technology investment with solutions that redefine both the agent and the customer’s experience.
Lawson Concepts has partnered with MainTrax, a leading independent voice in the speech analytics industry. This partnership has created WinBigWorkshops.com which provides speech analytics blueprint workshops for organizations to fully leverage their speech platform. Custom workshops are available to help organizations focus on specific challenges. Workshops are also held throughout the year across the country.
Trimming the fat and finding new and better ways to do business is something we're all challenged. ContactCenterWorld.com asks: What tip or piece of advice would you give to a contact center leader who is under pressure from the board to cut costs when you know it will affect customer service? November 13, 2015 5:00 AM