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. […]
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 […]
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 […]
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 […]
We’ve all been there. Our legal team have dished out a few thousand dollars for mandetory compliance eLearning and it is the absolute worst thing ever created. What rule must be followed when organising a give-away? A) You must engage in bait advertising. B) You must have an intention to give away the prizes as […]
As big business gets bigger, we’re seeing more and more “old” eLearning material and it’s time to revisit some good advice from Cathy Moore. “Old” eLearning content is everything that hits the stereo type. It’s long, boring, full of buzzwords and not a lot of “learning” actually happens. If your eLearning program “tells” the customer what to […]
Is Empathy Dead? It’s blog time again and we’re asking the tough questions. Is empathy dead? Recently we looked at the modern contact centre and asked “Are we losing our humanity?” The shift to chat and social channels certainly has changed the landscape in which we connect with our favourite brands, and it has also […]
The social age Connecting with consumers online is now a expectation in customer service. In fact we have expectations down to response times. An extract from the 2015 Eptica Multichannel Customer Experience Study shows that for the majority of customers you have 6 hours to respond. Twitter is the fastest environment where not responding within […]
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 […]