Speech Analytics

2 Awards finalists demonstrate powerful results by analysing customer conversations. City Park Technologies has helped raise the bar on compliance, training and call handling, moving from target base KPI’s to best practice mentality of improvement. Neopost increased the speed and reliability of decision making and helped deliver improvements for colleagues and customers, cutting calls by 24% on one call type and hold-time 27% on another.

Speakers Bios:
Charmaine Vallance-Poole – Head of Customer Experience, Neopost.
My role at Neopost is to support and deliver the Customer Service Strategy for the business.
Within my role I am responsible for the delivery of an effortless experience that we deliver to our customers through various channels, through People and Technology.

Garth Harriman – Speech Analyst, Neopost
As Speech Analyst I aim to explore and investigate conversations between Neopost’s Agents and Customers, with the aim of identifying issues that can be reduced or improved with change through action. Findings are used to optimise our processes by helping decide what to change and why.

Scott Mckee - Client Services & Projects Director, City Park Technologies
Scott is an IT Executive with many years of experience in the provision of complex systems solutions from pre-sales through to solutions delivery, live operations, maintenance and support. Scott gained his experience from working with organisations including Unisys and Business Systems (UK), prior to joining CPT in 2010.
He is a tenacious professional used to working at Senior Executive and Stakeholder Management levels, and taking responsibility for all areas of solutions delivery for business gain. Business focussed with a good understanding of complex IT infrastructures and how these may be maximised for real business gain, Scott has an experienced and exceptionally well-rounded view of all aspects of complex client engagements in highly regulated environments. During his current tenure he has taken on a number of parallel roles including Projects Director, Pre and Post Sales consultant and Propositions Development.  Using my experience I have introduced new and better processes to the organisation that have turned our development shop from a cost centre into a profit centre. Scott has been the main driver behind the introduction, deployment and continuous improvement of our Speech Analytics venture in addition to many others.   

John Ferguson – Head of Customer Service, City Park Teechnologies
John has over 13 years' experience in the Contact Centre industry, having worked with leading brands including T-Mobile, Hutchison 3G and BSkyB.  John worked his way quickly through the ranks at T-Mobile, eventually holding the position of Outsource Senior Operational Manager where, amongst many other duties, he was the custodian of a £25 million contract.  John went on to manage outsourced onshore and offshore relationships at both Hutchison 3G and BSkyB, with responsibility for partners employing over 2,000 staff.  John was recruited by CPT in 2011 to manage our relationship with Aviva.  As a highly skilled operational manager, he has a proven record of achievement in general management, utilising a modern, energetic, and versatile customer orientated style.  He is highly motivated individual and an effective thinker with a structured approach to problem solving, offering an excellent management, communication and account development skills.  John has a sound knowledge of customer requirements and customer satisfaction skills, with excellent communication skills at all client levels. John always strives in making a successful project through recruiting, training, coaching, staff development.