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 […]
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 […]
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 […]
Can you hear a smile? Of course you can! Can speech analytics hear a smile? Now that’s a more complex question, and requires a blog post to answer. How Emotion Detection in Speech Analytics works Speech analytics is still very much a new technology, it is learning some new things and being integrated in […]
Customer Experience 2016: The Year of Emotion Inside out was ahead of it’s time as 2016 is going to be the year of emotion. We’re going to gaze into the crystal ball again for 2016 as the Temkin Group released their 11 customer experience trends for 2016. The Temkin Group is a customer experience (CX) research, consulting, and […]
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 […]
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 […]
Customer data everywhere & not a drop of value If you are an analyst or decision maker, you might be forgiven for feeling a little jaded. It seems that a Big Data explosion occurred precisely at the same time our world became more demanding and complex. If you have waded through or produced pages […]
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. […]