Companies are looking for a guided approach to discover their most pressing issues and develop action plans to drive improvement. Customers expect a consistent, seamless and contextual experience when interacting with companies across multiple channels. While many companies recognize the importance of engaging their customers across channels, they find it challenging to link all the interaction data together for contextual insights that present a single view of the customer’s journey. Join us as we discuss best practices with analytics and business intelligence.

 
If you are overwhelmed with analytics and contemplating how to handle collected data, inContact will discuss some key wins you can achieve for your business with speech analytics including 1) Improving your quality monitoring program by combining call data and QA scores to pinpoint successful behaviors 2) Identifying training needs by looking for key phrases 3) How to use speech and survey data to measure the customer experience 4) How to capture the VOC without surveys.
 
Your customers want to feel like you know them. How can brands get the most out of their data and use it to create a more robust cross-channel customer experience? We’ll share a state-of-the-art visualization technique that is helping organizations in every industry enhance their IVRs to do just that. We will also share data analysis insights and best practices.

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18:00 - 19:00 hs GMT+1

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CRM Xchange
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