Contact Centre Research

Contact Centres Prioritise Quality and Performance Speech Analytics

Published On: 30th Jun 2017 08:00

According to our poll, seven in every ten contact centres would prioritise general quality and performance, when investing in speech analytics.

Other priorities would include: improving the customer experience (55%), spotting customer dissatisfaction (45%) and innovation (20%).

Poll – “What are your priorities for Speech Analytics?” – answers

Quality and Performance – 70%
Customer Experience – 55%
Spotting Customer Dissatisfaction – 45%
Innovation – 20%
Cost to Serve – 10%

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.

Connect with Jo on LinkedIn

Contact Centres Prioritise Quality and Performance Speech Analytics

Topics:

Your Next Read