Articles for inspiration for your work with Speech Analytics and other solutions from Axcess Nordic
Watch online and on-demand presentations of Axcess Nordic’s solutions
How customers are using Axcess Nordic’s solutions
How Webhelp Nordic reduces onboarding time with 50 %
Customer Service Outsourcer
"In the past, when we onboarded new employees, there’d be a drop of 5-6% in customer satisfaction and performance metrics as employees learned how to work. Now there is hardly any decline and employees ramp-up and become productive twice as fast, " says Fredrik Jakobsson, Global Program DEvelopment Manager
Bringing the ‘voice of the customer’ directly into our boardroom
“ In many of our management meetings, the insights gained from Verint, particularly Verint Speech Analytics, are discussed in detail.Verint’s technology is bringing the ‘voice of the customer’ directly into our boardroom, helping us make faster, more informed decisions. It’s transformative,” say Jens Green, Director of Marketing
The Speech Analytics expert shares her story
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.”
See dates and details of coming conferences, events and morning briefings, with links for more information and signing up
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.