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Katalyst Speech Analytics delivers insight for a Credit Card Bank
22/12/2009 10:48:54
Katalyst have just completed a SA discovery project for a major credit card bank in the UK.
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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 makes Speech Analytics available to its customers who wish to evaluate or take advantage of this powerful and emerging call centre technology that delivers unparalleled insight into call centre operations.
Katalyst’s consultancy based approach to Speech Analytics means that corporate and SME clients can begin to use their call recordings as a business asset to measure, adapt, refine and improve call centre and agent performance. Clients can either have their calls analysed as a consultancy engagement without the need for investment in hardware and software or Katalyst can guide them through the Speech Analytics marketplace demonstrating the technology as well as helping to evaluate where Speech Analytics will have the most impact in a business and which solution is most suitable
Call Katalyst today to discuss your reqirements
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