Speech Analytics – What Can Be Learned from Science?

Posted on Leave a commentPosted in Analytics, Speech Analytics

Image credit: Manu Escalante State of the nation Data, data everywhere – but what is it saying? Our most personal behaviours on Facebook, Linkedin, Google and online shops are measured and stored – to the consternation of many consumers. We apparently hold no secrets in the online world. Businesses harness these vast amounts of data (Big […]

Customer data everywhere & not a drop of value

Posted on Leave a commentPosted in Analytics, Consumer Psychology, Customer Insight, Speech Analytics

  Customer data everywhere & not a drop of value If you are an analyst or decision maker, you might be forgiven for feeling a little jaded. It seems that a Big Data explosion occurred precisely at the same time our world became more demanding and complex. If you have waded through or produced pages […]

How Speech Analytics is used to improve First Call Resolution

Posted on Leave a commentPosted in Analytics, Business Optimisation, Customer Experience, Customer Insight, Speech Analytics

Image Credit: kindra murphy How Speech Analytics is used to improve First Call Resolution   One of our recent posts identified First Call Resolution as one of the many reasons call centres are turning to speech analytics. Today we’re going to expand on how exactly speech analytics is used to target and improve First Call Resolution. […]

Speech Analytics || Case Study

Posted on Leave a commentPosted in Analytics, Business Optimisation, Case Study, Customer Insight, Speech Analytics

Using Speech Analytics to Drive Sales Revenue, Better Target Marketing and Increase Employee Engagement   Many early adopters of Speech Analytics in Australia have been, in the main, disappointed with what the technology has delivered versus what was promised. Recently, three major Australian companies have written off their speech analytics acquisitions. In each case, executive […]

We’re coming to Interactive Intelligence APAC!

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Interactive Intelligence APAC 2015 Look out Gold Coast, we’re coming to Interactive Intelligence APAC! Learn from industry experts, senior product executives and explore just how to leverage their current Interactive Intelligence solution for optimum results. The Digital First Economy is forcing organisations to evolve and change at a much faster rate than ever before. At […]

A New Tool For Data Visualisation

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Image credit: Alex Koloskov Data visualisation just got easier with Google’s new tool! The tool was unveiled at the Google Next event for developers, which was held in Paris (13 October 2015), Google launched the beta for Cloud Datalab, a new interactive developer tool for exploring, analysing and visualising data with just a few clicks. The Beta is free, but the […]