A growing number of customer service and IT leaders are signing off on investment in speech analytics, encouraged by the technology’s increasing maturity and the continued spread of best practices and use cases. However, while this combination of factors has ensured that speech analytics now represents a much safer investment for risk-averse businesses, a number of questions remain about the true ROI benefits.
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.