Find out how speech analytics has evolved to become an essential component of today’s best practice customer engagement strategies.
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.
That’s why we’re now seeing a renewed focus on analytics technologies that can increasingly help organisations to make sense of the unstructured information that’s contained within the millions of customer voice interactions taking place each day.
Speech analytics remains a significant investment area for companies – particularly given its ability to drive operational improvements, contain costs and impact customer satisfaction and retention positively. To find out more download the White Paper.
White paper: Voice Biometrics goes Mainstream
The latest biometric technologies can help customers to be verified based on their unique physical characteristics - whether it's their voice, fingerprint or face.
Case study: The White Company – Fully Automated CSAT Delivers 20% Increase in Response Rate
The White Company was looking to understand what customers really thought about their experience in the contact centre, and to know exactly where to focus on improving the service delivered
Case study: Network Homes – Exceed CSAT targets, Improve Agent Utilisation & Increase Employee Engagement
Since 1974, Network Homes has been acquiring and building homes for affordable rent across London helping individuals and families from all walks of life.
Case study: TUI – Improving customer experience during a major business transition
TUI Group is a multinational travel and tourism company, encompassing well-known brands such as Thomson and First Choice.
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Video: Presentations: The Art of CX
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Video: Nuance Biometrics SpeechSecure
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