# ensighted.com.au > AI-optimized mirror of ensighted.com.au containing 50 pages totalling 12,753 words of clean markdown content, structured data, and semantic HTML. Original source: https://ensighted.com.au/. Last updated: 2026-06-12T12:04:44.712Z. Each page is available as HTML (with JSON-LD structured data) and Markdown (text-only, ideal for LLMs and RAG). ## Homepage - [Our Customers](/content/site-root.html): Our Core Values We keep up with a fast-paced environment and have an agile approach to working. Which means we can flex as your business and project dictates. We're always learning, exploring, and trying new ways of doing things. We thrive on collaborative conversations and working with you. Giving ourselves the best opportunity (408 words) ## Articles & Blog Posts - [2021/06/17/sifting-through-the-layers-part-1/index.html](/content/2021/06/17/sifting-through-the-layers-part-1/index.html) (1 words) - [element_category/sections/index.html](/content/element_category/sections/index.html) (1 words) - [Fulfilling the Analytics Promise](/content/2021/03/22/fulfilling-the-analytics-promise/index.html): Fulfilling the Analytics Promise Closing the loop There are technologies that deliver seamless experiences to the user without much thought or effort on the user’s part. Take Uber, Airbnb, the iPhone (I hear some groans as I type this – settle down Android fan base) and others that you may add to this list based on (785 words) - [Sifting through the layers to uncover gold insights – Part #2](/content/2021/06/28/sifting-through-the-layers-part-2/index.html): Continuing on from last week’s blog (Case 1), we present you with our second Use Case of how applying the right deep dive analysis with the right tools and domain expertise/mindset can uncover some fascinating insights into what’s really impacting your business metrics and customer service outcomes. Use Case 2. Managing Escalations by focussing (487 words) - [Service Effectiveness](/content/service-effectiveness/index.html): Service Effectiveness With the complexity of managing customer journeys across voice, text and social media channels, trying to optimise the effectiveness of your agents is difficult without understanding what your customers are “saying”. Leveraging speech and text analytics on all interactions Ensighted goes past traditional QA approach of analysing a handful of calls per agent (259 words) - [Customer Experience](/content/customer-experience/index.html): Understanding Causation Customer surveys providing CSAT and NPS data can be invaluable for understanding what the drivers of both positive and negative customer experiences are. However, understanding the correlation and causation of these positive and negative experiences is often hidden in the unstructured data of the customer conversations. By leveraging speech and text analytics you are (169 words) - [Compliance](/content/compliance/index.html): 100% Compliance Do you know which of your agents are compliant with critical customer service policies? Finding compliance issues can be liking finding the needle in the haystack. And sampling 3-5 calls per agent per month does not identify true levels of compliance. This can lead to poor customer service, damage the company brand and (201 words) - [The tantalising promise of speech analytics](/content/2017/07/21/the-tantalising-promise-of-speech-analytics/index.html): The tantalising promise of speech analytics After setting up Ensighted with my technical partner Charl, we have hit the ground running with Charl leading our first major speech analytics engagement. As I have conversed with many customers over these first few months, the one consistent theme I have heard is the low success ratio of (367 words) - [Make 2018 the year to truly understand what your customers are asking of you!](/content/2018/01/05/make-2018-the-year-to-truly-understand-what-your-customers-are-asking-of-you.html): Make 2018 the year to truly understand what your customers are asking of you! As we reflect back on 2017, how far have we come as an industry in improving our customer’s experience and loyalty? Well for Australia, Forrester’s research in their 2017 Customer Experience Index would suggest not far at all with not a (326 words) - [About Us](/content/about-us/index.html): With over 30 years of experience... In the Contact Centre and Digital interactions landscape, Ensighted has profound knowledge and vast experiences to help organisations with both strategy, and importantly the tactical execution of value initiatives. Our advisory business is centred around 3 key service pillars: Go To Market Advisory Program Mobilisation and Delivery Value Realisation (309 words) - [Learnings](/content/learnings/index.html) (157 words) - [Survey Solutions](/content/customer-surveys/index.html): Understand your customer and identify actionable insights in real-time Leveraging interaction analytics (voice and text) is a key way of understanding the voice of the customer without bias by creating structure that can then be analysed and modelled to provide actionable insights. Customer experience surveys provide an alternate mechanism to get first hand feedback on a (474 words) - [Sales Conversion](/content/sales-conversion/index.html): Are you consistently maximising your sales conversion? Do you know which sales skills have the greatest impact on your sales conversions? How do you know whether your sales agents are consistently following sales scripts and consistently applying the sales skills developed in training? By leveraging speech and text analytics to analyse the interactions of your sales (191 words) - [Ensight One](/content/delivery-options/ensight-one/index.html): Ensight One Through a one off analysis, this engagement answers burning questions such as specifically why your customers contact you, and how to improve your customer’s experience and service effectiveness. One off Analysis Answers why your customers contact you Pre-packaged KPIs (e.g. AHT, NPS, FCR, Sales Conversion) and/or customer defined KPIs Data to be provided (99 words) - [Consulting](/content/consulting/index.html): Let our expertise allow your organisation to achieve: Enhanced customer experience, satisfaction and loyalty Increased employee engagement Reduced operational costs Increased profitability The team at Ensighted has decades of breadth and depth of experience working on both Government and Enterprise customer side, for contact centre outsourcing providers, and technology vendors. This has (374 words) - [Sifting through the layers to uncover gold insights – Part #1](/content/2021/06/29/sifting-through-the-layers-part-1/index.html): Many businesses and government agencies have sound practices and processes to manage the key metrics related to how they deliver customer service. This includes metrics such as Net Promoter Score, First Time Resolution, Call transfers, Escalations, etc. But when you start to look at what is really driving these metrics, most people have an idea on (649 words) - [Digital Self Service and the Hidden Impact on Your Business](/content/2019/07/04/digital-self-service-and-the-hidden-impact-on-your-business.html): Digital Self Service and the Hidden Impact on Your Business Through our many engagements with SME, Enterprise and Government clients, we are seeing a number of digital transformation initiatives calling out significant operational improvements. The reality is that often another part of the business is actually bearing the brunt of these digital transformations, and their (922 words) - [Delivery Options](/content/delivery-options/index.html): Prepackaged or custom. Ensighted has a solution. Ensight One Through a one off analysis, this engagement answers burning questions such as specifically why your customers contact you, and how to improve your customer’s experience and service effectiveness. One off Analysis Answers why your customers contact (321 words) - [Contact Us](/content/contact-us/index.html): Connect with us. Work with us. 1300 429 534 (Australia) +612 9159 6909 (International) info@ensighted.com.au Sydney, Australia (85 words) - [Quality Assurance – beyond the tick box](/content/2020/07/04/quality-assurance-beyond-the-tick-box/index.html): Quality Assurance – beyond the tick box If you’re like many other businesses out there, one or all of the below Quality Assurance (QA) Contact Centre practices will be very familiar to you – 3 QA’s per agent per month. The same agent takes a minimum 400 calls a month, so less than 1% of (791 words) - [Thank You](/content/message-received/index.html): Message Received Thanks for reaching out. We appreciate your interest. A team member will respond as soon as they are available. If you need to reach out directly we can be contacted here: Phone : 1300 429 534 Our Details 1300 429 534 (Australia) +612 9159 (78 words) - [Services](/content/services/index.html): Go To Market Advisory Whether you require an independent Consultant to lead your end to procurement process, or an SME to support it, Ensighted can help tailor a program to suit your needs. Read More Program Mobilisation & Delivery Setting the right Program foundations from inception is paramount to the (173 words) - [Speech and Text Analytics](/content/speech-and-text-analytics/index.html): Why Speech Analytics? Many organisations only listen to 0.5% of their customer calls. That’s 3 calls of an agent who is often handling 600+ calls a month. With today’s compliance requirements and customer financial implications, such a small sample size should not be acceptable to any organisation. Technology to unlock these insights been around for a (397 words) - [Value Realisation](/content/services/value-realisation/index.html): While technology deployment provides enablement, realising positive tangible business outcomes requires much more. Ensighted has a proven methodology and approach to help a business connect the dots between business strategy and pain points - in the rapidly evolving Contact Centre and Digital landscape – and the leveraging of targeted technology capabilities to unlock real value and (111 words) - [Advice](/content/category/advice/index.html) (290 words) - [Self Service Optimisation](/content/self-service-optimisation/index.html): Insights come from understanding As an organisation seeks to understand how best to structure self service to provide consistency and enhance the customer experience, a critical starting point is ensuring there is a clear understanding of customer intent (or reason for call). Whilst historical data from selections made by customers in an IVR will give (239 words) - [Program Mobilisation & Delivery](/content/services/program-mobilisation-delivery/index.html): Setting the right Program foundations from inception is paramount to the success of the Program’s delivery, as is having the right people with the right skills and experience in the Project team – skills which are often not that readily available within an organisation embarking on a Contact Centre transformation. Our Program Mobilisation & Delivery (119 words) - [Go To Market Advisory](/content/services/go-to-market-advisory/index.html): Whether you require an independent Consultant to lead your end to procurement process, or an SME to support it, Ensighted can help tailor a program to suit your needs. Our Go To Market expertise covers: Go To Market Strategy Benchmarking and financial models Technology evaluation Business and Technical Requirements development RFx and Market Scan (88 words) - [How silence is hurting your contact centre](/content/2018/10/31/how-silence-is-hurting-your-contact-centre/index.html): How silence is hurting your contact centre Not ready, on hold, call wrap up time – all these Contact Centre functions are elements of total interaction handling time and are typically easy to track and report on. Focusing on hold time, there has been a constant battle over the years between Customer and Representative (Agent, CSR, (605 words) - [Crawl, Walk, Run … and focused on the Customer](/content/2019/02/19/crawl-walk-run-and-focused-on-the-customer/index.html): Crawl, Walk, Run … and focused on the Customer Over the past 12 months we have delivered numerous engagements focused on extracting actionable insights based on what respective companies’ customers are actually saying during interactions. For these companies, the engagements have primarily focused on improving sales conversion, auditing and improving compliance, customer experience, service effectiveness (568 words) - [fusion_tb_category/footer/index.html](/content/fusion_tb_category/footer/index.html) (1 words) - [Uncategorized](/content/category/uncategorized/index.html) (78 words) - [Ensight Cloud](/content/delivery-options/ensight-cloud/index.html): Ensight Cloud To support our analytics engagements, Ensight Cloud means we can provide your analytics as a service allowing you to focus on driving change in your organisation whilst we partner with you to deliver insights and recommendations. Cloud-based software as a service Core platform underlying the Ensight One and Ensight Enrich Hosted in Australian (87 words) - [What are the critical skills that really drive sales conversion?](/content/2017/05/08/what-are-the-critical-skills-that-really-drive-sales-conversion.html): What are the critical skills that really drive sales conversion? If your contact centre is striving to drive up sales conversion, one of the smartest ways to get a significant lift is by correlating the specific sales skills utilised by agents with their sales conversion rates. If you knew that open probes for customer needs (254 words) - [Ensight Enrich](/content/delivery-options/ensight-enrich/index.html): Ensight Enrich A periodic re-run of “Ensight One” to understand the effectiveness of improvements from the initial recommendations made. This support tracking and reporting of achievements aginst defined business objectives or KPIs. Periodic or single re-run of results from Ensight One Allowance for retuning insight collection Additional KPIs can be added (76 words) - [Ensight Continuum](/content/delivery-options/ensight-continuum/index.html): Ensight Continuum A fully operational and integrated analytics solution, enabling and empowering you with real time business insights to better drive continuous improvements. This is for those desiring total control and “in-the-moment” insights. Full operational analytical insights platform Automated daily feeds for interactions and associated metadata Provides closed loop feedback managing business outcomes (78 words) - [Wealth](/content/category/wealth/index.html) (290 words) - [Real Time Speech & Text Analytics – does it really stack up?](/content/2020/10/07/real-time-speech-text-analytics-does-it-really-stack-up.html): Real Time Speech & Text Analytics - does it really stack up? There is a lot of focus in the market place on real time analytics and how your contact centre should be leveraging real-time speech and text analytics. Having instant access to data and analytics in real-time for your agents, supervisors, operations team, etc (822 words) - [fusion_tb_category/content/index.html](/content/fusion_tb_category/content/index.html) (1 words) - [Investment](/content/category/investment/index.html) (260 words) - [fusion_tb_category/page_title_bar/index.html](/content/fusion_tb_category/page_title_bar/index.html) (1 words) - [fusion_tb_category/header/index.html](/content/fusion_tb_category/header/index.html) (1 words) - [Real-Time Speech Text Analytics: Does It Really Stack Up?](/content/post-sitemap-xml.html) (34 words) - [element_category-sitemap-xml.html](/content/element_category-sitemap-xml.html) (2 words) - [page-sitemap-xml.html](/content/page-sitemap-xml.html) (111 words) - [sitemap_index-xml.html](/content/sitemap_index-xml.html) (10 words) - [fusion_tb_category-sitemap-xml.html](/content/fusion_tb_category-sitemap-xml.html) (8 words) - [category-sitemap-xml.html](/content/category-sitemap-xml.html) (8 words) - [Privacy Policy](/content/privacy-policy/index.html): Privacy Policy & Terms of Service Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Quis ipsum suspendisse ultrices gravida. Risus commodo viverra maecenas accumsan lacus vel facilisis. Visitors To Our Website Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor (587 words) ## Resources - [Full Page Index](/index.html): Browse all cached pages with rich metadata - [About This Cache](/content/about.html): Methodology, technical details, and usage guidelines - [XML Sitemap](/sitemap.xml): Machine-readable sitemap for crawler discovery - [Robots.txt](/robots.txt): Crawler directives