How to get the ROI from your contact center with engagement analytics
Learn in this webinar the insights, best practices and success stories on implementing an engagement analytics solution within a contact center.
Did you know that voice is the biggest untapped data source for improving the customer experience? More than chat, more than social media!
Engagement analytics (formerly referred to as speech analytics) has attracted a lot of recent interest on how it can benefit contact centers.
The opportunities to improve the customer engagement as well as reduce operating costs, improve agent performance, increase sales revenue and support regulatory compliance are very real. But how do you get there?
Learn in this webinar the insights, best practices and success stories on implementing an engagement analytics solution, including:
- Getting decision makers onboard
- Setting up KPIs, reports and goals
- Achieving ROI
Presenters:
Brian LaRoche
Director Outbound Marketing
CallMiner
Brian LaRoche is Director, Outbound Marketing and is responsible for ABM, Business Development and Event marketing programs for CallMiner. LaRoche is a call center industry veteran and is a frequent guest speaker, panelist and guest columnist on a number of technical, collections, sales, customer service, voice of the customer and leadership topics related to the analytics field.
