How to gain measurable benefit from Speech Analytics – new Best Practice Book from the Professional Planning Forum new for 2012
Edited by Paul Smedley, Chair and Founder of the Professional Planning Forum, this is an 86 page book full of top tips from practitioners as well as experts – with case studies and best practice guidance. The PPF describes it as a must-have tool for anyone looking to implement speech analytics.
An industry first, the book is packed full of practical advice about how to gain real benefits in a customer contact operation, from other practitioners and their own independent experts. It provides contributions from 20 organisations and 50 individuals in the UK, representing many millions of customer calls each year and over 35,000 contact centre agents.
While speech analytics has come of age for the customer contact industry in the last two years, because a few pioneers have demonstrated remarkable benefits, the Planning Forum estimate that at most 6-12 organisations in the UK are yet using it in a mature way, embedding analytics in a range of regular day-to-day business processes.
"We have created this new guide, because our members are looking for practical support and advice. We believe this book is unique in the way it brings together, at this critical point, such a wide base of practical learning in the UK market", explains Paul Smedley. "As with our highly-regarded events and training programmes, it has arisen out of shared learning and practical experience. It tells the story of the end-users and suppliers who have pioneered speech analytics. We invite people to use it to gain measurable benefit for their own enterprises. Then share the new insights so that the industry as a whole moves forward."
This book is the Planning Forum's invitation to discover what works. The first in a series of topic-specific guides, their aim is to help you gain new understanding about how to use analytics and what you need to put in place in order to gain the results you are looking for. This is not a technology that can just be 'switched on'. Successful analytics also needs planning and analysis.
"For the last decade, the Planning Forum team have always been to me a focal point, for understanding the true meaning of best practice and what we should be looking to achieve. Speech analytics really needs this insight," endorses Steve Pink, Head of Operational Performance, LV=.
Free to members, the book is priced at £29.95. Free hard copies will be sent to the first 100 organisations who order using this link. It can also be downloaded free of charge here.