Today, the business arena is unpredictable. Disruptive technologies such as speech analytics, mobile computing and adaptive learning systems are overturning the traditional business methods and practices, making old ways of working redundant and forcing companies to transform. Companies need to recognize the potential of disruptive technology in their own operations and move fast when the time is right.
The national BPESA Technical Innovation award recognises the successful deployment of new technology over the past 24 months. The award is not exclusively for the technology itself, but a combination of how the technology has been considered and implemented into the organisation in order to solve an identified challenge. The company has to provide evidence that the solution has enhanced service and business performance.
Nimble submitted three of the booming disruptive technologies that we are fully committed to, to showcase how we are combining progressive business processes with innovative technology in order to achieve improved compliance, collections efficiency, an enhanced customer experience and a better recovery result.
Nexidia speech analytics converts unstructured phone conversations from the call centre into structured data which can be analysed for insights. These insights and opportunities are used to boost agent performance, ensure compliance, mitigate risk, improve productivity and enhance the customer’s experience. New trends and insights are quickly discovered and bad practices are easily eliminated.
Recognising that contact centres need state of the art technology to audit 100% of their voice recordings to keep on top of agent performance and customer satisfaction, Nimble was one of the first South African companies to use Nexidia’s world leading speech analytics software.
While the ability to extract value from unstructured voice data has become as invaluable tool for Nimble it is not a ‘silver bullet’. Nimble has had to devise innovative ways to change the emphasis from measuring compliance to actively using insights to pinpoint areas of weakness and deliver better coaching.
At the recent annual award ceremony the BPESA Technical Innovation award was presented to Nimble for its implementation of Nexidia speech analytics. We are delighted to receive this prestigious award which recognises Nimble’s technological advancements using human intelligence, experience and understanding to drive innovative and collaborative change in the debt collection industry.
Written by Swati Safeda, Chief Digital Officer