The Largest Online Community for Contact Centre Professionals
The Largest Online Community for Contact Centre Professionals
Close
30th June 2017
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
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
Read more by Robyn Coppell
The Latest Customer Contact Research, Reports and White Papers straight to your inbox!
Get the latest insights from Call Centre Helper by signing up for our email content.
Close
24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
