Hi All
Call me curious but I worked for a company a year ago that was starting the process of exploring speech analytics with contact centres and wanted to know whether this is being embraced in the industry now.
I.E has this been adopted by many companies now
Being quite an expensive solution to implement is anyone seeing the return on investment
Be good to get some professional opinion on this subject
Regards
John
I am suprised that for a solution like this there is not much in the way of comment
Is this technology taking off or like call recording and quality monitoring was years ago is in its embryonic stages where it is taking a while to build up interest and a good case for return on investment
Hey Nicholson
We did get in one of the "Big" names a while ago.
During the meeting and right after we had a lot of ideas of practical use but when the quote came in (6 figures) the higher management interest seemed to drop.
For me I thought it could tell us alot about agent performance, customer cheif complaints, main areas we could improve on. To me that is invaluable but as mentioned those that held the purse strings didn't agree.
If we could have it right now I am sure my job would be a lot easier and like a lot of things when they find a way to make it cheaper to produce, easier to maintain and ease of upgrade I am sure many companies will get involved.
Joe
Hey Joe
I have to say this is an exciting solution and one I used to enjoy approaching people about there was much interest in it by the heads of contact centres.
What perplexes me though when lauching a new product/solution like this is that it needs to be so expensive to start with kind of puts people off unless the case is really compelling and there is a ROI justification.
Wonder if this will be on top list for call centre managers for things to look into at the Expo in London this year.
Also what is the next big technolgy that will come to call centres in years to come or have we reached a plateau.
Regards
John
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