KnowledgeSpace

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The true Voice of the Customer (VoC)

What is the most critical factor in brand profitability?<p>We think it’s the loyalty expressed by your customers.<p>Customer satisfaction is a very fluid …

Speech Analytics | What can be learned from science

Image credit: Manu Escalante<p>State of the nation<p>Data, data everywhere – but what is it saying? Our most personal behaviours on Facebook, Linkedin, …

Managed Speech Analytics for Collections Agencies

KnowledgeSpace was engaged by a Debt Collection Agency to deliver a managed service speech analytics solution. This Collections Company operates in …

Speech Analytics - Inhouse or Managed Service?

One of the hottest new technologies around at the moment is speech analytics. It’s promise is that it can mine ALL customer conversations to unlock …

Speech Analytics and First Call Resolution

Image Credit: kindra murphy<p>How Speech Analytics is used to improve First Call Resolution<p>One of our recent posts identified First Call Resolution as …

Business Innovation - Are you ready

Image credit: Jakob Lawitzki<p>As we enter the age of innovation, we pose the question – is your business ready to innovate? If you answer YES to the …

What is speech analytics?

Image credit: Iwan Gabovitch<p>Who does speech analytics? We do speech analytics! So what is it?<p>Well, without getting too technical, we’re going to talk …

How to use Speech Analytics to Improve Everything

How to improve everything with speech analytics?<p>I know, I know, that is a little pretentious. Let’s just look at a few ways businesses are using …

Search for creative minds for Ericsson innovation awards 2016 begins

By Emeka Aginam<p>Ericsson has begun search for best ideas for its Innovation Awards 2016, that gives students the opportunity to develop innovative …

Report: Business must think like startups and embrace innovation

Innovation is valued more by smaller Australian businesses than larger ones, according a recent Commonwealth Bank research report.<p>The <i>Commonwealth</i> …

Innovation

Design Thinking for Business Analysts

This article extends design thinking into a process and method that uses a range of common Business Analysis techniques to drive engagement through …