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I was speaking with someone today that lamented wasting $450,000 on Speech Analytics software that’s now shelfware.  When you really think about it, his company wasted far more than $450k, probably closer to $1 million.  First he said he spent $350k in seat licenses and $100k in additional servers to support the new software. But what about the training and people costs?  And the missed opportunity costs since the shelfware is just sitting?  You see, there’s so much more money wasted than just what was initially spent to purchase the software.

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About Jim Rembach

Jim Rembach is a panel expert with the Customer Experience Professionals Association (CXPA) and an SVP for Customer Relationship Metrics (CRM). Jim spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner and frequently quoted industry expert. Call Jim at 336-288-8226 if you need help with customer-centric enhancements.

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