Contact Centre Research

More Than Half of Contact Centres Are Looking to Deploy Speech Analytics

Published On: 23rd Jun 2017 08:00

According to our poll, 56% of contact centres are looking to deploy speech analytics within the next 12 months.

However, of the 21% of contact centres who have already deployed a speech analytics system, only a third felt like they had mastered the technology.

Poll – “Do you use Speech Analytics in your Contact Centre? ” – answers

We have it – Expert Users: 7%
We have it – Getting to grip: 14%
We intend to deploy in the next 12 months – 56%
We won’t be using speech analytics – 23%

Source: Call Centre Helper Webinar: Speech Analytics and the Contact Centre Sample size – 89 Date: June 2017

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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More Than Half of Contact Centres Are Looking to Deploy Speech Analytics

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