Shaw Direct implements speech analytics in call centres

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...