Speech Analytics for Call Centres

Posted Leave a commentPosted in Analytics, Speech Analytics

Top Speech Analytics for Call Centers Speech analytics is still one of the hottest technologies around at the moment. It’s promise is that it can mine ALL customer conversations to unlock insights and identify patterns of behaviour. But does it deliver on this promise? The secret is that data alone doesn’t deliver any meaningful insights. […]

Top 3 Benefits of Speech Analytics

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

  For those of you looking for a beginners guide to speech analytics, why not start with the top 3 benefits of speech analytics? We’ve spent countless hours considering the top 3 benefits of speech analytics and have returned to blog about it! 1. Improving the customer experience There is no denying it. Improving your customer’s […]

FREE Speech Analytics White Paper

Speech Analytics White Paper

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

KnowledgeSpace is releasing it’s speech analytics white paper – “How small call centres can achieve big results with analytics-as-a-service”. Since 2009, KnowledgeSpace has been delivering a revolutionary managed insights service, working with contact centres as small as 20 seats, and as large as 2400 seats. Our managed speech analytics service is telephony platform agnostic and […]

The true Voice of the Customer

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

What is the most critical factor in brand profitability? We think it’s the loyalty expressed by your customers. Customer satisfaction is a very fluid measure, easily impacted by the most recent experience with your contact centre. Proactive analysis and strategies for handling dissatisfaction will help keep it from becoming systemic.   But, how well do […]

Contracts for Data Mining

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

  There’s no place like home… maybe Data and technology alone will not bring wins from data mining. It’s people that drive this technology, people analyse and people bring insights. Many organisations mistakenly believe that if they just plug-in speech analytics and have it analyse their calls, the software will instantly deliver insights about their business. Unfortunately magic […]

Speech Analytics – Inhouse or Managed Service?

Posted Leave a commentPosted in Analytics, Business Optimisation, Speech Analytics

One of the hottest new technologies around at the moment is speech analytics. It’s promise is that it can mine ALL customer conversations to unlock insights and identify patterns of behaviour. But does it deliver on this promise and is a managed speech analytics solution better? The answer is…it depends. The elements of a successful […]

Managed Speech Analytics for Collections Agencies

Posted Leave a commentPosted in Analytics, Case Study, Speech Analytics

KnowledgeSpace was engaged by a Debt Collection Agency to deliver a managed service speech analytics solution.  This Collections Company operates in the highly competitive and regulated debt collect marketplace and wanted us to: Increase the percentage of calls during which a promise to pay is asked for and agreed to Identify opportunities to ask for […]

White Paper || Analytics as a Service

Posted Leave a commentPosted in Analytics, Case Study, Speech Analytics

Image Credit: Amethyst   How small call centres can achieve big results with analytics-as-a-service This white paper examines how speech analytics can be deployed as a service in call centres with as few as 20 seats, to achieve breakthrough results. With the only requirement being a call recording capability, which most contact centres already have, analytics as a […]

Speech Analytics – What Can Be Learned from Science?

Posted 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 […]