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