Speech Analytics at The Forum

Taking advantage of speech and text analytics

Keep up-to-date and fast track your learning, by taking advantage of a growing body of experience in this area.  Speech analytics has clearly come of age in the last two years in the customer contact industry, with members demonstrating remarkable benefits in the innovation award case studies we have published in the last few years (see links below).

Take a look at these articles, videos and links
30 Ways to Use Analytics
Analytics: actively listening to the customer
Apex Awards Case Study 2011: Analytics transform outbound collections
Barclays Retail UK Banking Awards Case Study 2012:Analytics: reducing customer effort
British Gas Awards Case Study 2011: How analytics sustains changes in behaviour
Camelot Group Awards Case Study 2012: Focus on what matters to the customer
Conduit Awards Case Study 2011: Analytics cuts costs and raises satisfaction
DAS Awards Case Study 2012: Operational solutions drive profit margins
Experian Awards Case Study 2013: Actionable Analytics delivers focus on customers
FAQs: Stepping-stones to success with speech analytics
Focus on speech analytics
Key Topics in Data, Insight and Analytics
National Seminar Reports: Blueprints for Success in Speech Analytics
npower Awards Case Study 2012: Insight and support transform performance
Speech Analytics Best Practice Guide
Stepping-stones to success with speech analytics
TalkTalk Awards Case Study 2012: Analytics supports sales compliance
The quality & customer experience community
Ventura Awards Case Study 2010: Speech analytics drives performance coaching


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