You are measuring the wrong things.

It’s time to rethink the approach to speech analytics

Four years ago, one of the UK’s largest retailers rolled out a new way of measuring performance for its 1,400 contact centre agents. A speech analytics system, like a giant corporate version of Alexa, would listen to all of the call centre conversations with the customers. It measured what was said and presented this in a shiny dashboard for all managers and staff to see.

“Your calls may be monitored for training and monitoring purposes…”