Contact Centres Prioritise Quality and Performance Speech Analytics

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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: Robyn Coppell

Published On: 30th Jun 2017 - Last modified: 25th Oct 2021
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