Author Archives: Alex White

Posts For ‘Alex White’

Using Speech Analytics for compliance in retail banking

Recent controversies surrounding the mis-selling of Payment Protection Insurance have highlighted a need for banks to improve monitoring of customer-agent interactions to ensure compliance to regulations. In addition, the recent global financial crisis has led to greater consumer wariness of … Continue reading

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Speech Analytics for Outsourcers: deliver ‘client-winning’ service every time

Increasingly, call centre outsourcers are turning to technologies like speech analytics to drive value in their contact centres through revenue generation and improving the quality of their services. The growth in this historically recession-proof sector has increased competition, making it … Continue reading

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Speech Analytics: a no-brainer for the water utilities sector

Although a monopolised market, the budgets of water and sewerage companies are at the mercy of their performance. Ofwat (The Water Service Regulation Authority) uses the recently created Service Incentive Mechanism (SIM) as a measure of the quality of service … Continue reading

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Capturing the voice of the customer with speech analytics

How much real business insight can you get from your customer interactions? A wealth of data lies at your fingertips, trapped inside the thousands of phone calls that your agents have with your customers every day. How can you tap … Continue reading

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Improving sales analysis with speech analytics

It is rare for a contact centre to have no requirement for sales expertise within their calling teams. Even discounting outbound telesales calls, a wide variety of industries court potential sales opportunities over the phone on a daily basis. Without … Continue reading

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