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Award Finalist Presentations

City Park Technologies

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Before we start, have a chat with colleagues from

other organisations…

■ Where are you on your speech analytics

journey? What challenges have you faced?

■ What are you hoping to learn from these case

study presentations?

Welcome

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■ Conversations in groups or round tables will not

be recorded

■ If you make a comment in the whole room, this is

public and will be recorded

■ To support this, when you give your insight to a

session please introduce yourself with your

name, job title and organisation

This session is being videoed

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Neopost

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■ City Park Technologies case

study

■ Discussion

■ Q&A

■ Neopost case study

■ Discussion

■ Q&A

■ Final questions Chris Rainsforth

Contact Centre Specialist

Professional Planning Forum

Agenda

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■ Scott McKee

Client Services & Projects Director

■ Douglas Kimbley

MI Specialist

City Park Technologies Speech analytics improves risk & quality

• 100% v ‘Dip Sampling’ • Conversations v Dispositions • The Big Picture with Focus • Why are people really calling? • KPI v Continual Improvement • A safe pair of hands? • What are the ‘unknown unknowns’?

• Regulatory Compliance • Timely Breach Remediation • PCI or not PCI? • Minimising downstream business

impact • Enhanced Vigilance

• Accelerate ‘Speed to Competency’ • Agent specific training needs • Track changes and business impact • Managers can manage • Oh, and some cost savings….

• Justifying a high AHT • Journey over Destination • Actual Conversion • Advisors selling or Customers buying? • Why Escalate? • When to do What?

• The ‘voice of the customer’ • Who is objecting to what and why? • Operations ‘heat maps’ of activity • Enhance the customer experience • Provide business feedback

• Sunk Cost or ROI? • Does the tail wag the dog? • A Tool not a Silver Bullet • ‘Walk the Talk’ • CPT Hosted Service live

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■ What was the most

significant part of the

presentation for you?

■ Which ideas may be

transferrable to your

organisation?

■ What is your top

question?

Discussion and Q&A

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City Park Technologies Speech analytics improves risk & quality

Presentation of finalist certificate

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■ Charmaine Vallance-Poole

Head of Customer Experience

■ Garth Harriman

Speech Analyst

Neopost Simple and creative: applying speech analytics

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Open prezi files


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■ What was the most

significant part of the

presentation for you?

■ Which ideas may be

transferrable to your

organisation?

■ What is your top

question?

Discussion and Q&A

28

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Take a moment to reflect and write down:

■ Information discussed that you found most

interesting and relevant for your organisation

■ Key takeaways from this session that you can

implement in your organisation

■ How you could share these ideas with others in

your own organisation or network

Conference Handbook

30

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■ City Park Technologies Site Visit

Wednesday 3rd September in Glasgow

■ Neopost Site Visit

Wednesday 25th June in Romford

■ National Best Practice Seminar

Thursday 16th October in Aintree

For details visit www.planningforum.co.uk

Dates for your diary

32

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■ Use a blue WOW form if something stood out as

exceptional

■ Use a yellow form if anything didn’t meet your

expectations, so we can make improvements

■ Use the purple booking form to reserve a place

on a site visit, seminar or other event

Feedback and Bookings

33

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■ Coffee is being served upstairs in the Expo area

■ Take the opportunity to visit our exhibitors and

get your Expo card stamped for the chance to

win our competition

■ Visit AOMi to collect your complimentary drink

voucher for this evening

■ 16:15 End-of-day keynote hosted by Steve

Woosey

What’s up next…

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Neopost

speech analytics

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