The ROI of speech analytics for the call center

Because speech analytics is new and relatively unknown both within the call center and across the enterprise, it can be perceived as a risky investment. But early adopters have found that speech analytics has a rapid three- to 12-month payback, high net present value (NPV) and high internal rate of return (IRR), according to Donna Fluss. In her latest column, read more about the benefits of speech analytics and how to build a business case for speech analytics technology.[click heading for more]