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 […]

Leadership and The Lone Nut

Posted 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 […]

Are we losing our humanity?

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

    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 […]