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Leeds local authority to use speech analytics software at its call centres
Posted on May 11 2011
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With the information gathered it can find data on common types of calls to help to give the information that people are looking for. It can also see patterns in who is calling multiple times and clusters of calls on special events.

“For example,” says Mr Ibbestson, head of the contacts centres in Leeds, “if we suddenly get multiple calls on missed waste collections we can put measures into practice straight away.”

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