Phonemes and Speech

Posted on Leave a commentPosted in Speech Analytics

As you may or may not know we use phonetics based speech analytics [as opposed to LVCSR ‘Large Vocabulary Continuous Speech Recognition’]. The reason we use phonemes is that words that are not in a predefined vocabulary can still be found, provided the phonemes are recognisable. Phonemes are like ‘units’ of sound that create meaning! T […]

The true Voice of the Customer

Posted on 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 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 is usually […]

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 […]

Managed Speech Analytics for Collections Agencies

Posted on 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 on 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 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 […]

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. […]