speech analytics
TRANSCRIPT
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Bridging the gap
People build success
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Speech Analytics
Award Finalist Presentations
City Park Technologies
Neopost
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Before we start, have a chat with colleagues from
other organisations…
■ Where are you on your speech analytics
journey? What challenges have you faced?
■ What are you hoping to learn from these case
study presentations?
Welcome
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■ Conversations in groups or round tables will not
be recorded
■ If you make a comment in the whole room, this is
public and will be recorded
■ To support this, when you give your insight to a
session please introduce yourself with your
name, job title and organisation
This session is being videoed
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Bridging the gap
People build success
Gold Sponsor
Speech Analytics
Award Finalist Presentations
City Park Technologies
Neopost
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■ City Park Technologies case
study
■ Discussion
■ Q&A
■ Neopost case study
■ Discussion
■ Q&A
■ Final questions Chris Rainsforth
Contact Centre Specialist
Professional Planning Forum
Agenda
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■ Scott McKee
Client Services & Projects Director
■ Douglas Kimbley
MI Specialist
City Park Technologies Speech analytics improves risk & quality
• 100% v ‘Dip Sampling’ • Conversations v Dispositions • The Big Picture with Focus • Why are people really calling? • KPI v Continual Improvement • A safe pair of hands? • What are the ‘unknown unknowns’?
• Regulatory Compliance • Timely Breach Remediation • PCI or not PCI? • Minimising downstream business
impact • Enhanced Vigilance
• Accelerate ‘Speed to Competency’ • Agent specific training needs • Track changes and business impact • Managers can manage • Oh, and some cost savings….
• Justifying a high AHT • Journey over Destination • Actual Conversion • Advisors selling or Customers buying? • Why Escalate? • When to do What?
• The ‘voice of the customer’ • Who is objecting to what and why? • Operations ‘heat maps’ of activity • Enhance the customer experience • Provide business feedback
• Sunk Cost or ROI? • Does the tail wag the dog? • A Tool not a Silver Bullet • ‘Walk the Talk’ • CPT Hosted Service live
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■ What was the most
significant part of the
presentation for you?
■ Which ideas may be
transferrable to your
organisation?
■ What is your top
question?
Discussion and Q&A
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City Park Technologies Speech analytics improves risk & quality
Presentation of finalist certificate
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■ Charmaine Vallance-Poole
Head of Customer Experience
■ Garth Harriman
Speech Analyst
Neopost Simple and creative: applying speech analytics
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Open prezi files
Neopost Simple and creative: applying speech analytics
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■ What was the most
significant part of the
presentation for you?
■ Which ideas may be
transferrable to your
organisation?
■ What is your top
question?
Discussion and Q&A
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Neopost Simple and creative: applying speech analytics
Presentation of finalist certificate
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Take a moment to reflect and write down:
■ Information discussed that you found most
interesting and relevant for your organisation
■ Key takeaways from this session that you can
implement in your organisation
■ How you could share these ideas with others in
your own organisation or network
Conference Handbook
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Thank you to our
two brilliant finalists
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■ City Park Technologies Site Visit
Wednesday 3rd September in Glasgow
■ Neopost Site Visit
Wednesday 25th June in Romford
■ National Best Practice Seminar
Thursday 16th October in Aintree
For details visit www.planningforum.co.uk
Dates for your diary
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■ Use a blue WOW form if something stood out as
exceptional
■ Use a yellow form if anything didn’t meet your
expectations, so we can make improvements
■ Use the purple booking form to reserve a place
on a site visit, seminar or other event
Feedback and Bookings
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■ Coffee is being served upstairs in the Expo area
■ Take the opportunity to visit our exhibitors and
get your Expo card stamped for the chance to
win our competition
■ Visit AOMi to collect your complimentary drink
voucher for this evening
■ 16:15 End-of-day keynote hosted by Steve
Woosey
What’s up next…
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©
Pro
fessio
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Bridging the gap
People build success
Gold Sponsor
Speech Analytics
Award Finalist Presentations
City Park Technologies
Neopost