AUGUST: SPEECH ANALYTICS

By

Ann

a P

apac

hris

tos

and

Gill

ian

Win

k

Speech analytics implementation is

expected to grow by 20% in 2014.

(Source: DMG Consulting)

90% of all customer conversations still take place

via phone despite the increasing popularity

of digital service opportunities.

(Source: Gartner)

94% of companies currently use, or plan to

use, voice as part of their multichannel contact

center efforts. (Source: Aberdeen)

Customers prefer live assistance, as 69% agree

that their questions are fully addressed over the phone, thereby earning the highest

satisfaction rate of all available channels.

(Source: Forrester)

Each day, more than 56 million hours worth of call center voice conversations

are conducted, equaling 420 billion spoken words.

(Source: CallMiner)

Voice remains the most widely used

channel, according to 73% of consumers.

(Source: Forrester)

To learn more about Speech Analytics, read: “Speech Analytics Goes Back to the Future”

A Day at the SpeechWhile speech technology has always been an integral element within the contact center, few companies have yet to fully embrace this wealth of data to support the development of the single customer view. However, phone calls continue to dominate in the world of customer service, as voice chat remains the most reliable avenue for quick problem resolution. Thus, companies must understand that, while implementation might not be the walk in the park they’d hoped for, speech analytics have the power to drive decisions and boost retention.