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Investment in Speech Analytics in Call Centers Set to Double
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Global call center spending on speech analytics is set to double, growing from around $95 million in 2009 to $180 million by 2014 according to Ovum.
A new report by the independent telecoms analyst has found that although still an early-adopter technology, speech analytics will grow in importance over the next few years, helping businesses to improve customer loyalty and processes.
According to Ovum, spending on speech analytics will increase at a compound annual growth rate (CAGR) of 13.5% between 2009 and 2014.
The key functions of speech analytics are call categorization, emotion detection, and root cause analysis to find the key reasons that customers call a call centre. Speech analytics can be used to search for key words and phrases in order to determine whether agents are adhering to scripts. Calls can also be grouped into categories such as repeat calls or cancellations.
By using speech analytics to identify repeated issues, companies can work towards improving problem resolution strategies, create better processes and improve customer service.
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[Full Article]
Jun-20-2010 |
IT Salary Survey Reflects Optimism in IT Sector
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IT professionals have reason to smile, at least according to Janco Associates, which paints a very rosy picture about salaries in the IT job market.
According to the Mid-Year 2010 IT Salary Survey hiring in some sectors of the IT job market seems to be picking up from where it left off before the recession. Salary cuts seem to be a thing of the past and there is actually an increase in compensation for selected positions, especially for CIO's.
A 12-month comparison by Janco indicated that mean compensation, which included bonuses, for all IT executive positions in large enterprises surveyed stood at $143,378, which was a marginal increase from the previous $142,753. Contrastingly, in the case of mid-sized enterprises, there seemed to be a slight decrease in the mean compensation, $125,079 from the previous $126,031.
However, overall compensation for all IT Professionals has shown a slight increase from $77,690 to $78,210; but there was a 13 percent decrease in the number of employees receiving personal bonuses and a seven percent decrease in those receiving enterprise-based performance bonuses.
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[Full Article]
Jun-20-2010 |
Nearly Two-Thirds of IT Infrastructure Expected to be Outsourced by 2020
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An annual study commissioned by Savvis, Inc., a provider of cloud infrastructure and hosted IT solutions for enterprises, predicts the number of companies that outsource their IT infrastructure will increase globally from 17 percent today to 64 percent in 2020.
In April, independent research firm Vanson Bourne surveyed more than 600 IT and business decision makers from mid to large enterprises and public sector organizations based in the United States, United Kingdom and Singapore.
Sixty-one percent of respondents believe managing IT in-house provides no competitive advantage and has to stop.
In looking at 2010, organizations cited cost savings (58 percent) and growing revenue (54 percent) as their top strategic priorities. The biggest issue facing organizations is having to doing more with less budget (54 percent).
When asked what factors prevent their organizations from outsourcing all elements of their IT infrastructure, survey respondents cited company culture (43 percent) and sunk costs where IT assets are already paid for and owned (37 percent).
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[Full Article]
Jun-13-2010 |
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