Using Speech Analytics to drive Continuous Improvement
Come and meet two teams who are taking two very different approaches to using Speech Analytics for their business, stakeholders and customers.
How empowerment can unlock customer experience excellence
Learn about the ways in which engaged employees can become advocates for your business and deliver a better customer experience. It is also true that they are one of the richest sources of data within our customer contact centres. Employees who are listened to and help to shape change within an organisation are generally the most engaged. This interactive workshop is designed to give your clear ideas for an improvement roadmap; it will be led by a specialist from the Forum and experienced practitioners and experts
In this workshop, we will explore:
- Techniques for capturing the employee voice
- Hear how N Brown Group show how Analytics and Insight can be a powerful tool to shape and improve Quality & Customer Experience in a powerful cross-community collaboration.
- See how Homeserve are driving a culture of continuous improvement by using Speech Analytics to identify the pain points in their customer journeys.