VIDEO

How Speech Analytics Can Supercharge Your Planning

Use cases, challenges and best practice tips.

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.

What you will learn in this video

  • 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

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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.

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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.