A newly-released global survey from Opus Research reveals that customer experience now tops the list of reasons to deploy speech analytics. Opus surveyed over 500 of contact center and customer experience decision-makers around the world to study changes in the perceived value of speech analytics. While “compliance” topped the list in previous years, the focus returns to CX in call centers for 2017. The survey also looked at the actual business impact of speech analytics, and again, customer experience is at the top. Our infographic breaks down the key findings for CX in call centers.
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