Recorded Webinar: Executive Briefing on Speech Analytics


Speech analytics has made a dramatic change to the way that contact centres operate.  It has moved from ‘early adopter’ technology into the mainstream.

So how can you find out what speech analytics works and how it may benefit your business?

In this webinar we explored how speech analytics is transforming the work of contact centre quality monitoring, customer service, compliance and even debt collection.

Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • An overview of Speech Analytics – Jonathan Wax, Nexidia
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  • How we use Analytics – Chris Barkataki, Experian
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  • Top tips from the audience

Winning tip – Pick up the Call driver with the high call volumes or Poor customer experience scores. then look at the what is being mostly said (words used, phrases) by the customers. Use these key words to understand and identifying the issue.
Add the issue to a log and follow through till resolution. this way issues can be assigned criticality as we know the call volumes being driven into the call centre and the experience on the same.  Thanks to Nikhil1.

  • Interactive Q&A – Live questions from the audience

Topics to be discussed

  • An introduction to speech analytics
  • Speech analytics technology
  • Data mining
  • Real-time analytics
  • Quality scoring
  • Debt collection
  • Customer surveys
  • Top tips from the audience
  • Interactive questions and answers
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This webinar is brought to you by Call Centre Helper and is sponsored by Nexidia.

Original Webinar date: September 2013







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