PinnedPublished inCX 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 6, 2024Aug 6, 2024
Are UK call centres moving offshore, again?Over the last six months many UK businesses have announced that their UK based call centres had moved, or were planning to move offshore —…Mar 25Mar 25
Call centre voice bots pile on the frustration for UK customersBack in August of last year (2024) I wrote a piece on UK consumers rejecting chatbots — you can find that article here. It’s a good…Mar 8A response icon1Mar 8A response icon1
Published inCX 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 30, 2024Aug 30, 2024
Published inCX 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 29, 2024Aug 29, 2024
How speech analytics can drastically reduce customer churnThis organisation retained 30% more customers by implementing speech analyticsAug 21, 2024Aug 21, 2024
Published inCX 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 20, 2024Aug 20, 2024
Published inCX 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 19, 2024Aug 19, 2024
Published inCX 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 17, 2024Aug 17, 2024
Published inCX 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 14, 2024Aug 14, 2024
