Using Speech Analytics to drive Continuous Improvement

Speech Analytics is a game changer when looking to understand your root cause contacts and how you can improve Customer Experience.  This workshop is designed to help you define how analytics technology can be an enabler for delivering a more substantive continuous improvement programme and ensuring a greater customer experience. 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.

From attending this workshop, you will:

Paul Smedley is Founder and Chair of The Forum, responsible for the strategic development of our best practice programmes, the popular annual conference and the prestigious Innovation Awards. He is also currently champion for our work with the Public Sector, on Customer Strategy and on Customer Quality Management. Paul established the training, best practice, membership and awards programmes of the Forum and is rated highly for creating enjoyable, interactive training events and seminars. He has presented at conferences and seminars nationally and internationally and has tutored with Lancaster University Management School. He is a member of the Institute of Directors, the Institute of Direct Marketing and the OR Society. In 2010 he was awarded the prestigious Lifetime Achievement Award at the European Call Centre and Customer Service Awards, following nomination by his industry peers.