Recorded Webinar: Executive Briefing on Speech Analytics

Webinar 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
How we use Analytics – Chris Barkataki, Experian
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.