Contact Centres Prioritise Quality and Performance Speech Analytics

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