More Than Half of Contact Centres Are Looking to Deploy Speech Analytics

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According to our poll, 56% of contact centres are looking to deploy speech analytics within the next 12 months.

However, of the 21% of contact centres who have already deployed a speech analytics system, only a third felt like they had mastered the technology.

Poll – “Do you use Speech Analytics in your Contact Centre? ” – answers

We have it – Expert Users: 7%
We have it – Getting to grip: 14%
We intend to deploy in the next 12 months – 56%
We won’t be using speech analytics – 23%

Source: Call Centre Helper Webinar: Speech Analytics and the Contact Centre Sample size – 89 Date: June 2017

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

Connect with Robyn on LinkedIn

More Than Half of Contact Centres Are Looking to Deploy Speech Analytics

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