Speech Analytics – Inhouse or Managed Service?

Posted on 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 […]

Improve Customer Experience by Talking The ‘Customer ‘Speak’ Language

Posted on Leave a commentPosted in Business Optimisation, Customer Experience

What customers want Customers don’t want you to have to think about what you mean they simply want to have a conversation with you in day to day language we use to communicate with each other. You will understand the customer’s enquiry, needs and ultimately achieve the best outcome with that customer. We believe in keeping […]

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 […]

I can’t get no Customer Satisfaction

Posted on 1 CommentPosted in Business Optimisation, Customer Experience

Image credit: Lindsey Best I can’t get no customer satisfaction! Today’s Challenge: Disrupt or be disrupted Every interaction with a customer has the potential to make or break the relationship, and a broken relationship is more likely to be shared. Disruption from new start-ups threaten traditional revenue streams, as they are often more agile and more in-touch […]