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
