Speech Analytics is growing in popularity in UK call centres

Speech Analytics involves analysing recorded calls in order to gather information and therefore help companies improve their services.

Previously, many companies found it too costly to record all calls and assessing the information was a time consuming manual job.

However, with speech analytics software, the data from recorded calls is done automatically.

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What are the best and worst call centres?

Consumer brand Which? recently surveyed 7,000 people asking them about their experiences with the contact centre’s of some of the UK’s biggest and most well-known brands.

The brands included in the survey were from a cross-section of different industries: broadband operators, banks, car breakdown cover/assistance, car insurance companies and electricity and gas suppliers.

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Call centre forecasting: What it is and why it is important

call centre forecasting

Having the ability to foresee as accurately as possible the likely fluctuations in call traffic or contact volume is key to managing your agents successfully.

Effective forecasting allows you to hit just the right balance with your staffing levels.

However, seeing into the future is impossible, so call centre managers must find a formula that helps them to make predictions based on certain indicators.

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