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

What’s Next For IVR & Voice Self Service?

October 5, 2010
Voice Self Service

It’s no secret that IVR (interactive voice response) has never enjoyed great consumer support because design and deployment commonly fall way short of a decent customer experience. This has even led some senior decision makers to openly consider whether they should ditch their IVR in the cause of being more customer focussed. While this is [...]

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Painting A Customer Service Strategy: session 2

September 28, 2010
My First Customer Service Strategy

This is part two in a series of posts on Customer Service Strategy. Part one was a personal  orientation on “why bother”?  This session  gives you a  framework or canvas to paint on, based on the customer perspective. But before any of that,  here are a few words of advice to stop you going nuts. [...]

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Managing Customer Service Innovation

September 7, 2010
innovation

If the quality of customer service is a powerful way for brands to distinguish themselves, then having that extra something over competition ought not to be left to chance. But how many of us here in the UK have a thought through policy around customer service innovation and a team charged with that responsibility? Particularly [...]

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