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Speech analytics

Speech Analytics is a powerful tool which enables an organisation improve customer service. It consolidates data from both IT and telephony systems to categorise, observe, investigate, act on and measure customer behaviours.
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Best practice benchmarking

Benchmarking has become an important methodology for providing a fast-track to achieving organisational excellence. This topic sheets investigates the different types of best practice benchmarking and their relative benefits.
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Customer satisfaction – why is it important?

People continually strive to achieve the greatest utility they can (i.e. maximise the benefit they gain for whatever cost they incur), they migrate to the suppliers that come closest to delivering it. In other words they search for and stay with companies that do best what matters most to customers. Customer satisfaction is the phrase commonly used to encapsulate this phenomenon.
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