CUSTOMER STORIES

How customers are using Axcess Nordic’s solutions

Forca uses Speech Analytics to support great CX

Forca uses Speech Analytics to support great CX

Customer Service Outsourcer

In this video, Nicholas Huth Skjoldborg Reim, Head of Member Universes, shares how Forca is utilising Speech Analytics as a strategic tool, giving 4 specific examples of how Speech Analytics supports the business by

1) Reducing repeat calls 2) Optimising dialogue programmes 3) Improving innovation processes 4) Improving CSAT by service recovery processes. The video is a recording from CX Day Event in Copenhagen Subtitles: English

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The Speech Analytics expert shares her story

The Speech Analytics expert shares her story

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.”

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Bringing the ‘voice of the customer’ directly into our boardroom

Bringing the ‘voice of the customer’ directly into our boardroom

Insurance

“ 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.

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Webhelp is reducing onboarding time with 50%

Webhelp is reducing 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.

Read more about Gamification

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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