Just 4% of Contact Centres Are Using Speech Analytics Related Articles An Introduction to... Contact Centre Analytics Speech Analytics 101: What Is Speech Analytics? Typical Uses For Speech Analytics Real-Time vs. Post-Call Analytics in Contact Centres 788 Filed under - Contact Centre Research, Polls According to our poll, only 4% of contact centres are using speech analytics. This made it the least popular option of all the tools listed below. Unsurprisingly, spreadsheets were the most used performance management tool, with 80% of contact centres using them, followed by call recordings, which are used in 75% of contact centres. Poll – “Which Performance Management Tools do you use?” – answers Spreadsheets – 80% Call Recordings – 75% WFM Software – 22% Agent Evaluation Software – 13% Speech Analytics -4% (Multiple answers were allowed during this poll, so the total does not add up to 100%.) Source: Call Centre Helper Webinar: Performance Management Tools Sample size – 126 Date: March 2017 Author: Robyn Coppell Published On: 19th May 2017 - Last modified: 25th Oct 2021 Read more about - Contact Centre Research, Polls Recommended Articles An Introduction to... Contact Centre Analytics Speech Analytics 101: What Is Speech Analytics? Typical Uses For Speech Analytics Real-Time vs. Post-Call Analytics in Contact Centres 1 Comment Extraordinary how little the usage (of all categories) has changed over recent years. A proven ROI continues to be the key issue for Sp An uptake. Dick Bourke 25 May at 10:47 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter