Video

How Speech Analytics Can Supercharge Your Planning

Use cases, challenges and best practice tips.

speech_analytics@2x

What you will learn in this video

In this panel discussion, David Davies and Steve Woosey, Co-Founders, Directors and Principal Consultants at
Inspire Customer Contact Partnership, talk about the challenges and benefits of speech analytics in the contact centre and more explicitly for planning.  Recorded at PlanCon UK 2019. You will learn:

What speech analytics is and why it is important for the contact centre

Which role speech analytics plays in planning

 Get an overview of common use cases like analyzing the reasons for contact, compliance automation, QA and coaching

 Learn about the challenges when starting to use speech analytics in the contact centre

Best practices how to set up speech analytics for planning

 

About the panelists

david_davis

David Davies - Co-Founder, Director and Principal Consultant,
Inspire Customer Contact Partnership


Delivering support services to some of the biggest brands in the UK for the past 17 years, David has vast experience in the customer service world. David’s work has taken him around the world looking at the latest technologies and advancements in the industry, helping him to deliver massive benefits to the businesses he has worked for.

 

Steve_woosey

Steve Woosey - Co-Founder, Director and Principal Consultant,
Inspire Customer Contact Partnership


Steve is an award winning industry recognised expert in Contact Centre management. Through work with Domestic and General and the Professional Planning Forum, he has managed a successful operation, trained and developed best practice in many individuals and centres across the UK.

Watch the video now

Duration: 27 minutes