Driving Service Excellence and Increased Revenue in the Contact Center


Today, it has become standard practice for companies to record all customer conversations that take place in their contact centers. Very few companies, however, are making good use of the data that is captured in those phone calls and instead rely on traditional methods of analyzing recorded conversations: sampling, basic quality monitoring, and third party evaluations. Unfortunately, these actions provide only a limited view of what is actually happening in a call center.

In this case study you’ll see how British Gas, the largest supplier of domestic energy (gas and electricity) in the United Kingdom, uses speech analytics to analyze and search 100% of recorded calls to drive service excellence and increased revenue across multiple centers and thousands of agents.

In this case study, you will find:

  • How to Use Speech Analytics for Coaching
  • Speech Analytics for Improved FCR Rates
  • Program Results & Findings