Date & Time: Wednesday 8th November 12-2pm.

Venue: 60 Trafalgar Square, London, WC2N 5DS


Demystifying Speech Analytics and BI for contact centres

Effective change in your contact centre has to be based on hard evidence. That evidence lies buried within telephone conversations, emails and social media interactions.

Join us for lunch and learn about the key things you need to think about before implementing a speech analytics solution across multiple channels.

During the session we will cover:

  • The role of speech analytics
  • Top 5 tips to get started (or how to re-energise an existing solution)
  • Pitfalls to look out for
  • How to measure success

We will also be discussing a number of real life examples of how you can use insights gained from your customer interactions to improve your customer service operation.


Presenter Information:

Lee Mostari | Consulting Director of Managed Analytics

Lee joins Ember having led consulting functions with NICE Systems and Insight Now. He also worked on the client side with EE (formerly T-Mobile), where he was based in the UK, and for the T-Mobile International Group, holding a number of customer insight roles. Prior to T-Mobile, Lee worked for 12 years within the Santander Group, where he delivered customer-orientated projects that significantly improved the customer experience.

 

About Ember Services Managed Analytics Team

The role of Lee’s team is to identify actionable insights from customer contact and customer feedback interactions, by implementing speech and text analytics and utilising their extensive operational knowledge and proven best practices determined from their analytical work. Learn more here.

Carolyn Blunt | Managing Director of Ember Real Results

Carolyn is Managing Director of Ember Real Results, an organisation within the expert customer management consultancy Ember Group and that works with contact centres to improve performance through world-class training, coaching and learning. For the past decade Carolyn and her team have become especially renowned for identifying opportunities to improve customer experience and sales whilst creating efficiencies. The pragmatic and interactive solutions deliver lasting real results.


 The event is in association with Cloud 9 Business Analytics.


This event is for:

  • Head of Analytics / Operations
  • Head of Customer Experience/ Multi-channel insight
  • Head of Data, Analytics and Insight
  • Senior Analysts
  • Call Centre Managers/ Analysts

 

Limited spaces – book your seat today!