Whether through live phone calls,  recorded phone conversations (speech analytics), email, chat, social channels or surveys, a company's contact center is generally its busiest customer touch point.  As someone responsible for managing the customer experience, often including contact center operations, you want to capture and analyze every conversation or interaction your agents or representatives have with your customers.  
 
While phone conversations still represent the large percentage of contact center interactions, volumes through other channels are increasing.  Customers typically use multiple channels to resolve a single issue, so having a single, integrated platform to capture and analyze both the customer and agent experience is a powerful productivity tool as well as an automated way to gain valuable customer intelligence.
 
Contact centers are learning that advanced speech analytics can often be this common platform.  Speech analytics helps deliver consistently better customer experiences, higher measured satisfaction, customer retention and increased selling effectiveness.  Speech analytics also can lead to improved contact center agent performance and helps automate and streamline reporting on various customer-specific metrics as well as critical contact center operational performance.
 
By attending this webcast, you will gain insight and understanding into dynamics such as the following:
Automatically identify agent performance areas of improvement that result in the most favorable customer experiences 
Learn key facts relating to products, services, processes, or policies that drive negative or positive customer experiences 
Quickly identify customers at risk and take proactive steps to retain those customers 
Identify types of calls, groups or individuals that handle calls resulting in the lowest satisfaction ratings 

Identify those agents and behaviors with the unique ability to turn-around negative customer experiences 

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21:00 - 22:00 hs GMT+1

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Omega Management Group
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