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Speech analytics, as we’ve written about previously, can significantly improve call center operations by unlocking valuable data that can help determine likelihood of conversion, drive better quality leads, and provide an opportunity to engage with missed opportunities. By immediately revealing insights from automated analysis of communications between agents and customers, speech technology also provides contact center managers and supervisors with data they can use to determine where their agents excel and where they need improvement, ultimately improving both their performance and the customer’s experience.
So that’s what we know about speech analytics. But what about some of the things we don’t know? We scoured the Internet and came up with a list of statistics to bring to light some of the lesser known facts about speech analytics. Enjoy!
History of Speech Analytics
Speech Analytics Growth
Multi-Channel Speech Analytics
6. Just 15% of call center agents report they’re able to easily track customers across multiple channels (Tweet This)
Speech Analytics Benefits
If one thing’s clear from the above statistics, it’s this: Adoption of speech analytics technology, which can provide companies with tremendous business value, is on the rise. Jim Davies, research director at Gartner, confirms this point in a My Customer article:
“During a recent strategy day with a client, I was asked to document and report on what clients were asking about, and it blew me away the increase in calls related to speech analytics I had received in 2013,” he notes. “It has gone nuts. In that slice of what I do, about a quarter of calls are now linked to speech analytics, whereas a year or two ago it might only have been a couple of percent.”
What’s missing from our list of speech analytics statistics? What statistics would you add to this list?
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