Top 3 Benefits of Speech Analytics

Posted on 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 on 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 […]

Leadership and The Lone Nut

Posted on 2 CommentsPosted in Business Optimisation

and now, some notes on leadership folks; Not Leadership We’re not necessarily talking about political leaders, pioneers or even executives. We’re talking about leaders. Having authority doesn’t automatically make you a leader. Heck, you don’t even need to be charismatic. Influence is the currency of leadership.   It’s the art of getting others to do […]

What is Organisational Culture and why do we care?

Posted on Leave a commentPosted in Business Optimisation

Not long ago we looked at the Forrester Research report that identified “Organisational Culture” as being THE MOST challenging factor when is comes to success in the CX space. So what is Organisational Culture and how do we change it? The most common definition of Organisation Culture sounds something like: Organisational culture is an array of […]

Why you need a UX Strategy

Posted on Leave a commentPosted in Business Optimisation, Consumer Psychology, Customer Experience, Customer Insight

There has never been a more exciting time to be in business. Competition is fierce, changes are coming and it’s our job to make sure we come through stronger and with more opportunities. Adopting a culture of innovation and creativity is what will lead many businesses to success. UX Strategy Disruption will come from some form of knowledge […]

If-By-Outsourcing

Posted on Leave a commentPosted in Business Optimisation

It seems the one driving force behind outsourcing has always been a cost saving measure. In the past, this is particularly the case when talking about big companies who outsource for cheap labour. Big companies who are based in the United States, Australia and the UK have call centers in the Philippines, South Africa and […]

Contracts for Data Mining

Posted on 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 […]