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The speech analytics software market is growing rapidly, even in this recessionary market. Despite this fact, many organizations are not launching speech analytics programs. Even though they greatly desire the publicized benefits of:

  • Improving First Call Resolution Rates
  • Eliminating agent-handled volume
  • Reducing talk times
  • Reducing hold-time
  • Reducing transfers
  • Overall cost to operate reductions
  • Improving the Customer Experience
  • Improving Sales Performance

So why are they sitting this one out? When I have conversations with call center managers and call center directors, the same three reasons are heard over and again. The top three barriers I hear are:

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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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