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BLOGS

Articles for inspiration for your work with Speech Analytics and other solutions from Axcess Nordic

Speech Analytics for Nordic contact centres – a guide for newbies

By Christian Gabriel | Speech Analytics |

There is a fast-growing hype about Speech Analytics all over the Nordics. Get a quick introduction to Speech Analytics. You will also get ideas of why and how to get started in your organization with Speech Analytics.

Benefit from your angry customers with Speech Analytics

By Christian Gabriel | Speech Analytics |

It has never been more important to capture and recover poor customer experiences – and it is far from sure, that your contact feedback will tell you everything. Read here how Speech Analytics can identify calls with angry and frustrated customers, and how you can benefit from this.

 

Struggling with manual call logging in the call centre? Now Speech Analytics can help you do the job

By Christian Gabriel | Speech Analytics |

As a customer service organisation, you most likely tell your agents to log and categorise their calls providing management with data-based insight into the customer service. If you do, you will know, that those numbers don’t come easy, but requires a constant attention from management, and extends wrap up time.

 

 

WEBINARS

Watch online and on-demand presentations of Axcess Nordic’s solutions

Verint-Verbas logo

RECORDING WITH SKYPE FOR BUSINESS

Are you using Skype for Business for your communication with customers or ciziens? Learn how to get started recording and archiving the dialogue - an introduction to Verint Verbas unique recording solution

45 minutes
Held in English

RESOURCE PLANNING TOOLS IN THE CONTACT CENTRE 

Resource planning is a key function in a contact centre, getting the right balance of having the right number of people, at the right time, with the right skill to achieve the business service levels.

While planning for a smaller operation with straight forward opening hours for customer to call, the task of planning is fairly easy. 

45 minutes
Held in English

CUSTOMER STORIES

How customers are using Axcess Nordic’s solutions

How Topdanmark benefits from Axcess Nordic’s og Verints solutions

How Topdanmark benefits from Axcess Nordic’s og Verints solutions

Insurance

See how Danish insurrance and life & pension giant, Topdanmark benefits from the suite of exiting solutions from Axcess Nordic and Verint for a 360-deegree insight in customer experiences for a better understanding of needs, behavior and preferences.

Speech Analytics in Topdanmark

Speech Analytics in Topdanmark

Insurance

In this video, customer insight manager, Minna Olesen, shares Topdanmark’s experiences with Verint Speech Analytics.

“We use Speech Analytics to validate the gut feeling of our agents and the business altogether.

Instead of thinking or acting of the basis of what some of the call centre agents experience is happening in the call centre, we can now look at the data and see how many customers actually call about this or that.

We can see that well evaluated calls generate only half the amount of repeat calls compared to the poorly evaluated calls. So, a poor call will make the customer call back twice as often as a good call.”

Event calendar

See dates and details of coming conferences, events and morning briefings, with links for more information and signing up

Speech Analytics – Unlocking the hidden insights of your Customer Interactions | Gothenburg February 5th | 2020
  • Free breakfast seminar (part ofthe Customer Loyalty Conference)
  • Organizer: Wednesday Relations
  • February 5th 2020, from 08.00 to 08.45
  • Location: Gothia Towers, Mässans gata 24, Gothenburg, Sweden
  • Axcess Nordic is invited to speak: Speech Analytics – Unlocking the hidden insights of your Customer Interactions
  • Introducing Speech Analytics og Automated Quality Management in a Nordic context
  • Read more and SIGN UP
Meet Axcess Nordic at Customer Loyality Conference | Gothenburg February 5th | 2020
  • Organizer: Wednesday Relations
  • February 5th 2020 from 09.00 – 16.45
  • Gothia Towers. Mässans gata 24, Gothenburg, Sweden
  • Axcess Nordic is present at the exhibition area. Meet the experts, get a personal demonstration of Speech Analytics, Automated Quality Management etc.
  • Read more and SIGN UP

About Us

We help service-oriented companies and organisations throughout the Nordic countries to optimise and develop their customer experience. At the same time, we help Nordic finance houses and energy companies with telephony and information systems.

Axcess Nordic A/S

Lautrupvang 6, DK-2750 Ballerup

info@axcessnordic.com

+45 70 26 41 41

CVR: 34082863

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