Hamish

Inspired to make customer service better. We are leading the charge to design the best voice biometrics, speech, IVRs & CC operational models to make it happen

[Vala Afshar @ValaAfshar]

"This automated bicycle parking system in Japan is like something straight out of the Matrix" —@Khanoisseur http://t.co/wVrbuG7nf9

[Hamish @FlareDesignAU]

3 #uber drivers in apparent panned attacks in Brisbane. Part of this #disruptive model that probably wasn't expected.

[Hamish @FlareDesignAU]

2 phones ring simultaneously to get #nps survey. Not a great #cx

[Hamish @FlareDesignAU]

46 second per call saving for client from #voicebiometrics #facts. #cctr #cx

[Hamish @FlareDesignAU]

So many good technologies in the #cctr are being under-utilised. Includes 1. #IVR 2. Outbound #dialer 3. #speechanalytics 4. #virtualqueuing

[Hamish @FlareDesignAU]

Pay attention to your #cx in the #ivr. We've just seen a 35% #selfservice rate jump to 53% based only on the persona engaging customers

[Vala Afshar @ValaAfshar]

"You likely have to get management approval for a $500 expense ... but you can call a 1 hour meeting with 20 people and no one notices."

[Hamish @FlareDesignAU]

90% satisfaction is pointless if 10% of customers churn. Don't laugh, it happens. Start looking at criticality of events. #nps is the same

[Hamish @FlareDesignAU]

The #lloyds bank architecture enables some pretty amazing #cx functionality in the #ivr. Hear about it at #speechtek #NY

[Hamish @FlareDesignAU]

In NY? Get to the #lloyds bank #speech navigator case study at #speechtek Tue18th. Andrea and David have a great story to share. #cx #ivr

[Hamish @FlareDesignAU]

Cross skill #cctr agents at your peril. There are options but the truth is obvious if you get your #data into a usable format #ivr #SBR

[Hamish @FlareDesignAU]

Data will show you the way to your optimum #cctr operating model #ivr #agent #performance

[Hamish @FlareDesignAU]

@Darling06 haha... You bet. Colder than the snow!

[Chris Gledhill @cgledhill]

"login using face and voice authentication instead of traditional passwords" at @WellsFargo

| Planet Biometrics News http://t.co/CeO45uLxSr

[Hamish @FlareDesignAU]

Enjoying #melbourne #work

[Hamish @FlareDesignAU]

#voicebiometrics in great shape... Time to go home to warm up again. #cold #wellington

[Rod Drury @roddrury]

IRD already working through changes to Provisional Tax for small biz. Cloud Accounting software can bring this to life quickly

[Hamish @FlareDesignAU]

Great day, great client. Strategic direction for the #IVR See you later #auckland #cctr

[Ian Fogg @ianfogg42]

Apple Pay marketed by London's tube today -