PinnedScott CarmichaelinCX Insight LabThe top 6 use cases for speech analytics in contact centresIn today’s highly competitive business landscape, contact centres play a pivotal role in shaping customer experiences and driving business…Aug 6Aug 6
Scott CarmichaelinCX Insight LabWhy UK consumers are rejecting chatbots: The push for human interaction in a tech-driven World77% of people look for ways to bypass automated services and speak to a person. We take a look at the main reasons why…Aug 30Aug 30
Scott CarmichaelinCX Insight LabCutting call times: How decile analysis and smart strategies can slash your average talk timeWhat are three quick analyses that can help you reduce average talk time?Aug 29Aug 29
Scott CarmichaelHow speech analytics can drastically reduce customer churnThis organisation retained 30% more customers by implementing speech analyticsAug 21Aug 21
Scott CarmichaelinCX Insight LabTurning conversations into insights: harnessing speech and sentiment analytics in call centresSentiment analysis can deliver actionable insights for your operation, but what are the main benefits and challenges you might face?Aug 20Aug 20
Scott CarmichaelinCX Insight LabUnlocking the power of contact reason analysis: A key to customer-centric call centre operationsManual call dispositioning is only 60% accurate. How can your organisation understand customer demand more accurately to aid business…Aug 19Aug 19
Scott CarmichaelinCX Insight LabThe challenges with AI contact summarisationAI can drive huge improvements in efficiency, however there are many challenges that organisations face when implementing AI summarisaton.Aug 17Aug 17
Scott CarmichaelinCX Insight LabLeveraging AI for contact summarisation21% of contact handlers time is spent noting and summarising customer contact. How can we utilise AI to provide productivity wins?Aug 14Aug 14
Scott Carmichael5 everyday use cases for ChatGPT for the everyday personHow everyone can use ChatGPT in their day to day livesAug 13Aug 13
Scott CarmichaelinCX Insight LabEffective complaint handling with speech analyticsHow can your organisation utilise speech analytics to identify and flag potential complaints that were missed by your call handlers?Aug 13Aug 13
