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Duncan White

Duncan White, Horizon2

Recent Articles Most Viewed Articles
Customer Data Analysis – How to Analyse Data in 7 Steps

Customer Data Analysis – How to Analyse Data in 7 Steps

An Introduction to Customer Data Analysis

An Introduction to Customer Data Analysis

10 Ideas for Improving Quality Management

10 Ideas for Improving Quality Management

Does Emotion Detection Really Exist?

Does Emotion Detection Really Exist?

Nine Things They Don’t Tell You About Speech Analytics

Nine Things They Don’t Tell You About Speech…

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Top Stories

What Is Our Metric Fixation Really Costing Us?

Keep Your Finger on the Pulse of What Agents Think

Tactics to Manage QA Well During Seasonal Peaks

Latest News

Five9 Named a Leader for Ninth Time

Content Guru Recognised for 12th Consecutive Year

Resources

Webinar Replay: How to Turn Customer Feedback into Action

eBook: Capacity Planning for Contact Centre BPOs

Upcoming Events

26th October 2026

ICMI Contact Center Expo 2026

27th October 2026

The Intelligence Gap Shaping the Future of Customer Automation – Webinar

Latest Blogs

Q&A: The Role of AI When Every Second Counts

Why QA and CSAT Scores Don’t Always Match

Upcoming Webinars

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success