CALGARY – Shaw Direct has chosen speech analytics technology from Nexidia for its three call centres as it strives to improve upon its level of customer service.
Nexidia’s integrated recording and analytics solution will allow Shaw Direct to quickly access and analyze recorded audio from its contact centre customer interactions in French and English, as well as identify and improve areas like average handle time, first call resolution, sales and process effectiveness.
"We have a history of award-winning customer service which we’re very proud of, but we’re always looking for new ways to amaze our customers with the support we give them," said president Peter Bissonnette, in the announcement. "The speech analytics service from Nexidia will provide us with a whole new way of analyzing how we can take our customer experience to the next level."
The selection follows a six-month pilot on speech analytics technology for Shaw Direct, whose call centres are located in Calgary, Mississauga and Montreal.
