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Speech Analytics - The Power to unlock the call
05/09/2011 09:36:06
It is imperative to ensure that voice recording is looked at from both a technology and a user process perspective, as they go hand in hand.... read more
CALL CENTRE MANAGERS
- TIP OF THE DAY
Be careful with voice automation - You will hear lots of stories, mainly from the IVR vendors, saying about how wonderful self service is. If you are using voice automation you really need to start listening to the callers as they interact with your voice system. I remember the first time that I did this. The caller said to the voice unit "seven bl**dy options, but not one that I need!" Make sure that your prompts improve and don't detract from customer service. |
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Katalyst Communications is a consultancy specialising in contact centre consultancy, business process outsourcing, business development, speech analytics, technology implementation and telecom services.
Set up in early 2003, Katalyst has established itself as a trusted partner for many businesses who require external assistance to meet business goals and performance targets. Approximately half of all business is generated from outside of the UK.
The key management team originate from the IT, contact centre and telecoms industries and have a wealth of experience in delivering key projects both in the UK, Europe and US.
The consultancy uses in house management resource linked with strong international partnerships to provide geographical reach, sources for new technology and lower cost bases. Katalyst own their own speech analytics platform.
Contact us on 08444 822493
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