Speech Analytics – What Can Be Learned from Science?

Posted 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 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 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 […]