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Roundtable: Analytics and Business Intelligence 2017


Presented By: CRMXchange

Presented by Calabrio, CallFinder, and inContact


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About the Webcast

Many businesses employ analytics to mine their data to better understand their customers’ needs. This roundtable will explore best practices which enable organizations of all sizes to consistently leverage analytics and discovery that can create a competitive advantage.

  • Learn how to identify and systematically eliminate bad customer experiences – studies show that the impact of a bad customer experience far outweighs that of a good one. Analytics guides you to the negative interactions and gives you insights into what causes them. Equipped with this knowledge you can go about eliminating bad customer experiences (and increasing good ones)
  • 31% of best-in-class organizations in the United States have implemented speech analytics in their call centers to gain contextual insights into the unstructured data contained inside voice interactions. Learn how business can use speech analytics to access and leverage information contained in agent-customer phone conversations to manage and improve agent performance and training, improve the agent-customer experience, and turn these agent-customer conversations into revenue opportunities.
  •  Getting the data from your call center analytics software is only the first step. Next you have to take action! Most of the time that means getting your staff, peers, or managers on board. Learn how to transform your data into a compelling story to get buy-in from your audience and see how your analytics software can be a catalyst for positive change in your call center.

About the Presenters

Brian Spraetz, Senior Product Marketing Manager, inContact

For more than 18 years, Brian has been helping customer service operations perform at peak levels and deliver loyalty-winning experiences. In addition to his positions in product marketing, Brian has had roles in product development and product management. With expertise spanning the full range of customer engagement solutions, Brian provides unique perspectives and valuable insights on effectively combining technology and processes to gain operational and competitive advantages.

Sabrina DeRose, Account Manager, Speech Analytics Solutions, CallFinder

Sabrina is a seasoned customer experience professional with a background in marketing, project management, technology consulting, and career development. She is dedicated to supporting and training businesses in the use of speech analytics technology to extract insights from the conversations they have with their customers to improve the agent-customer experience. Sabrina has been with CallFinder for six years.

Mary Moilanen, Business Intelligence Consultant, Calabrio

From custom reporting to data visualization, Mary’s work as a Business Intelligence Consultant helps call centers transform data into actionable insights. She takes pride in creating solutions that enable people to quickly and easily find value in their data, regardless of their level of analytical expertise. Mary enjoys working at the intersection of business and technical users and finding ways to satisfy the needs of both audiences.