Some of the items we addressed included:
- What is the current state of speech analytics capabilities for FI contact centers today?
- What are potential growth opportunities?
- Why is this important for today’s FIs? (To avoid banking’s current fourth highest in customer dissatisfaction [out of 11 industries] with 12.2% of survey respondents planning a change within the next 12 months.)
- What do credit unions need to do to stem this oncoming tide of dissatisfaction in regards to speech analytics?
Check it out and let us know your thoughts.