How speech analytics has evolved to become an essential component of today’s best practice customer engagement strategies

1. Renewed focus on Speech Analytics as organisations refocus on the Customer Experience

With research firm Gartner estimating that 87% of businesses will compete primarily on the customer experience they offer by 2017, it’s clear that gathering, analysing and then acting on what your customers actually say has a critical role to play – particularly in terms of improving loyalty and reducing overall customer effort.

Find out how to simplify, modernise and automate your customer and employee engagement. You’ll have the opportunity to learn, network and get inspiration from industry leaders, customer case studies and Verint experts on the day.

Date: 28th November 2019

Time: 9:00AM- 7:30PM

From the latest technologies such as AI and speech analytics to the future of Unified Communications, Avaya Engage Dubai will be an event packed full of innovative ideas deployed in real-world use cases.

Date: 13th-14th November 2019

Time: 8:30AM – 6:00PM | 8:30AM – 2:00PM

Workforce Management (WFM) is quite rightly seen as potentially the most valuable tool in the contact centre manager's portfolio, as it effectively provides them with a platform for unlocking the potential of further Workforce Optimisation initiatives.

Every decade it seems that a new computing interaction paradigm emerges. In the 1990s it was the Web, Mobiles set the agenda in the 2000s, and Touch dominated throughout the 2010s along with the introduction of first-generation Assistants such as Alexa and Siri. However, with 2020 looming, we’re now experiencing a race to create a single interface for the user – and the Virtual Assistant era is upon us.

Thousands of targeted and progressive contact centre professionals will flood into London’s ExCeL, eager to equip themselves with the tech and strategies that will transform them into the CX leaders of tomorrow.

With the significance of new technology increasingly dominant within the world of Customer Engagement, this show has become a vital part of the continuous evolution of the overall event, and will continue to bring you the very latest from the world of CX for the foreseeable future!

As champions of best practice and professional development in customer contact, The Forum are widely recognised as an innovative, inclusive and independent community of professionals who stimulate collaboration, continual learning and customer focus.

Sabio invested in this research because it is clear we are entering a period of pivotal change. This pandemic has catalysed an extraordinary leap of capability on the journey to become digital first organisations. We felt it important to share the early chapters of this unfolding story to provide a point of reflection and insight for the common good.

We have also used what we have learnt to provide some practical advice to inform the next chapter we are all about to live through. We would like to thank everyone who offered their time and insight to make this possible.

Sabio Group, Europe’s largest independent customer experience full-service technology provider, has appointed Santiago Martinez Contreras as Managing Director of Sabio Spain.

2020/21 will remain memorable for the disruption caused by COVID-19 and most probably Brexit.

Contact centres have already been tested in terms of a frenzied pivot to homeworking and coping with significant fluctuations in customer demand. Digital first agendas have moved into the fast lane. Self-service and proactive customer engagement are being scaled to protect the limited availability of live assistance. And mental health is a trending concern for many, whether as a customer or employee.