The P&Q challenge is a global first. It remains a unique experiment in sustained collaboration for the customer service industry. Unlike …Read More
Speech analytics is the single most important management tool available to customer service leaders
Speech analytics makes the content of voice interactions available for analysis on a scale previously impossible. In that sense it opens a path for a trans-formative reevaluation of the call centre's role in tracking customer engagement, issues and ideation for the benefit of the whole organisation.
It is equally potent in reinventing the labor intensive and unscalable process of manual quality evaluations. With an ability to rapidly search 100% of recordings and then dive into any combination of analysis both team and individual performance becomes transparent for scrutiny and improvement
How To Kill Contact Centre KPIs
The introduction of Interaction Analytics into the operational environment of your contact centres is a milestone as far as KPI management …Read More
Interaction Analytics: The Core Benefits
Interaction Analytics is becoming well known in Customer Service circles. Particularly in its single channel version many already …Read More
How to Use Speech Analytics: Top Tips For Call Centre Adoption
Interaction Analytics is a game changer for customer service leaders. Why? Because a lack of credible insight into which issues currently …Read More
Why Customer Insight Matters To Every Customer Service Leader
Call centres, or contact centres if you prefer, have been forced onto the back foot during most of their relatively short history. They …Read More
Social Business: The “One Agenda” Milestone
Social Business is a big idea. It is one of the things that tell us we've really left the 20th century behind. It is also proving …Read More
What’s Next For IVR & Voice Self Service?
It's no secret that IVR (interactive voice response) has never enjoyed great consumer support because design and deployment commonly fall …Read More
Painting A Customer Service Strategy: session 2
This is part two in a series of posts on Customer Service Strategy. Part one was a personal orientation on "why bother"? This session …Read More