Social Media & Interaction Analytics
In this session we will see real life examples of how organisations are using speech and text analytics to understand not only what our customers tell us, but what they say about us.
What you will get from this session
- See how we can use speech analytics to improve customer experience and reduce customer friction
- Learn how interaction analytics can aide colleague recognition
- Hear how text analytics can unlock the insight from customer feedback and social media
James Brookes is the Innovation Lead at Capita Customer Management working towards solving industry challenges through process improvement, analytics and technology.
He has over 16 years of contact centre experience, serving in numerous analytical and technology based roles, from the financial services and outsourcing industries.
James’ current areas of focus lie in emerging and disruptive technology and the application of AI and Machine Learning to enhance customer experience.
Jason Gingell, Client Engagement Manager for EMEA at NICE