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
