How Hawaiian Airlines Used Speech Analytics to Improve CX & Bottom Line Results

Darren Headshot
Darren Ibara
Alan Headshot
Alan Walsh

In the ultra-competitive airline industry, it is paramount to ensure that each step in the customer’s journey, both literally and figuratively, is as efficient, pleasant, and positive as possible. This includes their experience with the contact center. 

Join Teleperformance’s Alan Walsh and Hawaiian Airlines' Darren Ibara as they overview the evolution of Hawaiian Airlines' speech analytics program, how they enhanced their ability to improve agent skillsets, discovered unique call drivers, adapted programs to address call catalysts, and improved their bottom-line results.

Tuesday, March 10, 2020 at 2:00 p.m. ET / 11:00 a.m. PT

What you'll learn in this discussion:

    • How Speech Analytics Works
    • Approaches used to evolve and mature their speech analytics program
    • How root cause analysis helped uncover the source and drivers behind customer calls
    • How they proactively course corrected based on actionable insights
    • How successful agent behaviors was were replicated to positively impact business results

Why Speech Analytics?

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

The first step toward competing successfully in this Age of the Customer is capturing the voice of the customer. Many organizations are sitting on a gold mine of customer intelligence which they have already captured – their contact center call recordings.

The design of many recording platforms pre-dated the rise of AI-fueled speech analytics, which automatically transcribes and analyzes your call recordings.

Learn more about call capturing, including:

  • Speech Recognition Accuracy

  • Mono vs Stereo & Access to Your Voice Recordings

  • Identify actionable insights from calls in real-time