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ITWeb, in partnership with CallMiner, is conducting a survey on the current status of Speech & Emotion Analytics at South African organisations’ contact centres.

In this survey, we examine, among other things:

1.
Which call centre KPIs matter most to your senior stakeholders?
2.
Do you or your company see a need to identify and score emotional attributes of your customer / employee interactions?
3.
Is there a particular emotional attribute that you or your company would like associated with your brand experience?

By completing the questionnaire, you stand a chance to win a Takealot voucher to the value of R3 500.

The detailed results of the survey and the winner of the lucky prize draw will be published on ITWeb.

Thanks for participating!

DEFINITION

For the purposes of this survey, we define speech/ interaction analytics solutions as: technology that extracts meaning from customer interactions and provides guidance to improve business processes and optimise performance. We define emotion as a strong feeling deriving from circumstances, mood, or relationships with others that manifests physically; what you do, the way you behave

All the information you provide when completing this survey will be treated as strictly confidential. To view our competition policy click here