Speech Analytics - unlocking the hidden insights of your customer interactions

Speech Analytics - unlocking the hidden insights of your customer interactions

Datum

5feb

Tid

08:00-08:45

Plats

Gothia Towers
Mässans gata 24

Pris

Kostnadsfritt

Speech Analytics – Unlocking the hidden insights of your Customer Interactions

No wonder if you have already come across Speech Analytics since it’s one of the most hyped up tools in Sweden right now. Maybe you also heard about Automated Quality Management? Now you have the chance to see for yourself what this is all about and how you can use these new tools to really improve your Customer Experience.

Christian Gabriel, Speech Analytics expert, and Johanna Bernshed, Quality Management Specialist, will introduce the tool and share hands on experiences from working with both Swedish and Danish companies:

  • Identify reasons for broken customer journeys
  • Learn how to improve ‘frozen’ CSAT or NPS scores
  • Automate your call logging process
  • Identify call dynamics like agent talk-time, cross over talk and silences
  • Let quality be your priority without having to drain your resources

Program

07.30 | Registration & breakfast

08.00 | Introduction Wednesday Relations

08.05 | Speech Analytics – unlocking the hidden insights of your customer calls

Your customer calls represent a ‘black box’ of hidden insights that you can unlock with Speech Analytics. Within the last 2-3 years Speech Analytics has been developed and matured for the Swedish language. Christian Gabriel will introduce you to the tool and share cases from Swedish and Danish companies.

Automated Quality Management - the future of evaluation

Johanna Bernshed will demonstrate how Speech Analytics will boost your Quality Management efforts – and why automating parts, or all, of the quality processes is going to be the way forward. Based on her vast experience with Quality Management, Johanna will inspire you with examples of how this will change the way we work & view Quality management.

08.40-08:45 | Questions and summarize

Target Group

This seminar is relevant for contact center organisations from all industries. It will be particularly relevant for you if our role is related to Customer Service, Customer Experience, Customer Improvement/Retention, Customer Journey, Marketing and Loyalty.

Speakers

Christian Gabriel

Consultant & WFO Specialist, Axcess Nordic

Christian Gabriel has a background within CX, customer insights, customer communication and Speech Analytics specialist from Danish insurance company Topdanmark and has been working as a Speech Analytics consultant at Axcess Nordic since 2016 with Nordic accounts.

Johanna Bernshed

Consultant & WFO Specialist, Axcess Nordic

Johanna Bernshed has over 20 year’s experience of the contact center, there of 8 years at UK’s largest energy provider British Gas, working hands on with CC management & training. Continuing as a WFO consultant in the Nordics developing processes for Quality Management, Workforce Management, Sales Efficiency and more.

Partner

Axcess Nordic help service-oriented companies and organisations throughout the Nordic countries to optimise and develop their customer experience. We work with leading software houses within the field which is typically known as Workforce Optimization (WFO) and Workforce Management (WFM). This includes everything from recording calls, Speech Analytics (automated call analysis), quality control, and workforce management as well as much more for supporting modern contact centres. The possibilities are endless but the most important thing for us is to help you choose the right solution and ensure that your investment creates value.

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