Voice or speech analytics is still surprisingly new for housing providers, though widely used in the private sector. The latest Babel (2016) contact centre report, The UK Contact Centre Decision-Maker’s Guide, states that only six per cent of the housing sector currently uses voice analytics. But with 19 per cent actively planning to do so,…
Voice analytics – what can it do for you?Read More →
Customer Management
The data revolution and business insights in housing
If you’re reading this, you’ll already be well aware of the issues facing our sector right now; there’s no need to re-hash the causes and current symptoms. The focus now is on how we, as a sector, can adapt to survive the massively-shifting landscape. Everyone in the sector right now is talking about creating efficiencies…
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Capita wins European IT award for YMCA project
Capita’s software services business has been awarded the ‘connected/mobility solution of the year’ title at the European IT & Software Excellence 2017 awards for how it has helped Liverpool YMCA to tackle homelessness and access to support services in the city. Based on Capita’s Advantage Impact solutions, Liverpool YMCA’s ‘MainStay’ project was developed with the…
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Topological data analysis
Computers are reasonably good at analysing large datasets, but there is one class of problem where they require a bit of help from puny humans – high dimensional datasets. By ‘high-dimensional’, we mean ‘wide’, as in lots of columns. When we have wide data, it’s very hard to spot commonalities across a number of those…
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Getting identity right is key to digital strategies
The faster pace of digital transformation has led us all to review what we are doing as businesses, how we are doing business, and how we are digitally serving our customers. As housing providers and local authorities put more of their services online, we’re seeing some great examples of creativity in the way that they…
Getting identity right is key to digital strategiesRead More →
A five-step digital revolution at Asra Housing
Suzanne Ralphson, head of programme delivery at Asra Housing Group, shares key messages from her company’s first digital open day, attended by more than 20 social housing professionals keen to drive digital transformation. It was a privilege to welcome people from such a wide range of organisations across the country recently, to hear about Asra’s…
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