30 Ways to Use Analytics

Throughout 2013 as part of our strategic alliance with Nexidia to deliver independent education on speech analytics, we ran a series of Introducing speech and text analytics workshops.  

During these workshops we asked delegates to rate the use of analytics across 30 common applications – looking at the ease of implementation, the value it would deliver and the current state of this application within their organisation. 

The 30 applications were spread across 3 categories; Performance and Quality, Continuous Improvement and Process Change and VOC and Marketing Applications.  It is very clear from the research that a lot of value is placed on elements like analysing call drivers, reducing repeat contacts and understand call trends, but there are so many more opportunities out there once analytics has been deployed. 

You can read the full research update here, if you would like to attend one of the 2014 workshops you can register here or if you would like to discuss this article or anything else related to speech analytics please contact Chris Rainsforth.

View the presentation slides by Jo Causon of ICS at Customer Strategy & Planning 2014 or watch the video on the PPF YouTube channel.

Take a look at these articles, videos and links
See the latest articles on Quality & Customer Experience
Speech Analytics at The Forum
Stepping-stones to success with speech analytics


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