speech analytics

Human to human interaction

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In this clip, Jimmy Hosang, CEO of TMAC talks about the importance of human to human interaction, it is often part of the business process that really makes companies valuable, a moment of truth. Looking at what is the happy path within a call, and analysing it in detail, really help with excellence in process design. See the full interview and find out more about TMAC-> Here.

Augmented Intelligence

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In conversation with Jonathan Drechsler, head of business development at Recordsure. In this clip Jonny explains what speech analysis can and cannot be used for. It is all about identifying areas of risk, for further investigation or human interaction (to mitigate risk), rather than solely automating processes. As such it offers a tremendous opportunity to focus limited time for reviews on the most important cases across the entire customer base, not just a limited sample.… Read more

Trust, a fundamental measure

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No more call centre improv…

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Jimmy Hosang, CEO of TMAC, chats about his belief in call centre scripts… it is not about improvisation, but delivering a controlled, skilled and experienced performance on the phone. No two calls are the same, but there is a method, one that can yield better outcomes. See the full interview and find out more about TMAC-> Here.

Voice is the future

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Using data to create customer trust

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The full interview with Jimmy Hosang from TMAC (The Modular Analytics Company). Here Jimmy talks about the importance of voice communication, in building customer trust, together with some of the analytical approaches that can be overlayed to create even better outcomes. Voice firmed has an important place in the future for contact centres. Find out more about TMAC-Here.… Read more