Podcast appearances and mentions of frank sherlock

MiWay has deployed advanced “conversation analytics” technology in its contact centre environment to improve the performance of customer-facing agents. In this episode of TechCentral's TCS+ show, the insurer, which worked closely with CallMiner – a specialist in speech and interaction analytics – unpacks what the technology has done for its business operations. MiWay head of business process innovation Huzair Essop, Miway lead integration analyst Asif Mahomed-Hoosen and CallMiner vice president of international operations Frank Sherlock unpack the deployment in detail on the show – watch or listen to it below. Sherlock kicks off the conversation with a discussion about how technologies like conversation analytics software tools can help organisations like MiWay lift their game. Huzair then chats about how MiWay is using conversation analytics to develop its workforce and improve the performance of its customer agents. He also explains what the company has been able to do with the technology that it couldn't do before. Other topics tackled in the discussion include: • The complexity involved in managing disparate communication channels – whether it's the phone, e-mail, social media, live chat or other platforms – and how companies can manage this flood of disparate interactions and make sense of it all. • Which channels MiWay analyses with CallMiner's tools, and how analytics has allowed the company to understand different customer journeys. • Overcoming data silos inside organisations and how technology can help. • Ensuring the appropriate information reaches the right people inside an organisation, and ensuring the correct course of action is taken. • The role of artificial intelligence in conversation analytics. Don't miss the conversation! TechCentral

This year is set to be a difficult one for customer experience (CX) professionals as entities in every sector struggle to focus on customers while staying afloat in turbulent economic times. CX teams will need to transform, and those that can help their companies achieve their brand goals and aspirations will thrive despite shrinking corporate budgets. To do this, they need data, as it is the cornerstone of any successful CX strategy and is integral to boosting brand loyalty and advocacy. To unpack the importance of data for business improvements, TechCentral last week hosted an episode of the TCS+ technology show that brought together experts in the field of data analytics. TCS+ host Yaliwe Soko spoke to Frank Sherlock, vice president of international operations at CallMiner, and explored how businesses can leverage data to improve their operations, enhance customer experience and drive growth. It emerged in the interview that data is essential for making better business decisions. Sherlock emphasised that data provides valuable insights into customers' needs, preferences and behaviours. By leveraging data analytics tools, businesses can harness this information to optimise their products, services and operations. Moreover, Sherlock discussed how CX is a crucial element of business success. CallMiner highlighted the importance of using data to improve customer experience, citing examples of how businesses can use customer feedback and sentiment analysis to identify pain points and deliver personalised experiences. Data governance and security are critical, Sherlock said, and stressed the importance of implementing robust data governance policies and security measures to protect customer data and comply with regulatory requirements. Finally, he said the human element is still crucial in data analytics. Despite the increasing prevalence of automated analytics tools, human judgment and expertise are still necessary for interpreting data and making informed business decisions. Overall, the interview provides valuable insights into the importance of data for business improvement. Businesses that can harness the power of data analytics will gain a competitive advantage by making better decisions, enhancing customer experience and driving revenue growth. However, data governance and security are critical considerations, and human judgment and expertise remain key to effective data analytics. TechCentral

The technology landscape in South Africa has changed enormously in the past decade, helping make the country a hotbed for innovation in contact centre analytics. That's the view of Frank Sherlock, vice president of international operations at CallMiner, and Peter Flanagan, MD of Genii Analytics, who joined the TechCentral podcast to talk about why they're excited about the opportunities in the local market. Sherlock kicks off the discussion with a view on the shifting dynamics in the South African technology space, how companies are taking advantage of the latest innovation, and why he believes the country is well positioned to tap into the global business processing outsourcing opportunity. Flanagan shares his views on the South African opportunity before he and Sherlock expand on their partnership in the local market – how it came about and how CallMiner and Genii Analytics work together to serve clients. They also cast an eye to the future, looking at where the next battleground will be in competitive differentiation, including the impact of technologies such as real-time analytics and agent guidance as well as advancements in artificial intelligence and predictive analytics. Don't miss this fascinating conversation!

The technology landscape in South Africa has changed enormously in the past decade, helping make the country a hotbed for innovation in contact centre analytics. That's the view of Frank Sherlock, vice president of international operations at CallMiner, and Peter Flanagan, MD of Genii Analytics, who joined the TechCentral podcast to talk about why they're excited about the opportunities in the local market. Sherlock kicks off the discussion with a view on the shifting dynamics in the South African technology space, how companies are taking advantage of the latest innovation, and why he believes the country is well positioned to tap into the global business processing outsourcing opportunity. Flanagan shares his views on the South African opportunity before he and Sherlock expand on their partnership in the local market – how it came about and how CallMiner and Genii Analytics work together to serve clients. They also cast an eye to the future, looking at where the next battleground will be in competitive differentiation, including the impact of technologies such as real-time analytics and agent guidance as well as advancements in artificial intelligence and predictive analytics. Don't miss this fascinating conversation! TechCentral

In this episode of the podcast, TechCentral talks to African Bank CIO Penny Futter and the bank's executive of credit and data science, Vere Millican, about their decision to deploy advanced speech analytics software from CallMiner. Frank Sherlock, CallMiner's vice-president for international markets, joins the podcast to talk about the company and how speech analytics and interaction analytics software works and what it can do for clients. Futter begins the conversation with an overview of African Bank, how big it is and its target market. She then explains how the investment in CallMiner's Eureka speech analytics platform supports the bank's business strategy. Millican then explains how the CallMiner relationship come to be and why the bank chose the company's solutions. He explains what African Bank is able to do with the technology and what they're hoping to achieve with the technology in the near term. Sherlock explains how speech analytics and interaction analytics can help companies in their digital transformation journeys, before wrapping up the discussion by talking about where he sees the relationship with African Bank going in future.

Clint Margrave and Timothy Green, two poets, talk to Jonathan Kay about the shunning of fellow poet Frank Sherlock after he confessed to having been in a skinhead band in the 1980s. Clint Margrave recently wrote an article about Frank Sherlock's public shaming for Quillette.

Clint Margrave and Timothy Green, two poets, talk to Jonathan Kay about the shunning of fellow poet Frank Sherlock after he confessed to having been in a skinhead band in the 1980s. Clint Margrave recently wrote an article about Frank Sherlock's public shaming for Quillette.

The editors discuss Frank Sherlock’s poem “The Next Last One” from the November 2018 issue of Poetry.

Hosted by Al Filreis and featuring Jenn McCreary, Pattie McCarthy, and Frank Sherlock.

Bob Perelman, Rachel Blau DuPlessis and Frank Sherlock discuss Ron Silliman's "You" with guest host Michelle Taransky.

Hosted by Michelle Taransky and featuring Rachel Blau DuPlessis, Bob Perelman, and Frank Sherlock.

Linh Dinh, Julia Bloch, Frank Sherlock, and Al Filreis discuss Norman Fischer's "I'd Like to See It"

Frank Sherlock, Tom Devaney, Fran Ryan, and Al Filreis discuss Cid Corman's "Enuresis"