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Roundtable - Analytics and Business Intelligence


Presented By: CRMXchange

Live Date: March 8, 2018. PLEASE SIGN IN FOR RECORDING.

Panelists include: Calabrio, CallMiner, NICE

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About the Webcast

Join this roundtable as we explore best practices which enable organizations of all sizes to consistently leverage analytics and discovery that can create a competitive advantage.

We will discuss:

  1. Best practices which involve both a short term and a longer term plan, built upon a strong foundation that can carry the organization forward for years to come.
  2. A few easy ways to start tackling Customer Satisfaction and Customer Experience challenges.
  3. Benefits, challenges, examples, and best practices for improving FCR.
  4. The value of providing an agent performance feedback loop to drive improved agent skills and better customer outcomes.
  5. How to bring new life to contact center reporting by re-evaluating your reporting processes for efficiency and action.

    About the Presenters

    Brian LaRoche, Director, Account Based Marketing, CallMiner

    Brian LaRoche is responsible for direct and channel outbound marketing programs for CallMiner.  In addition to his marketing responsibilities he is the host and moderator of CallMiner’s popular Monthly Education Webinar series. LaRoche, a call center industry veteran, is a frequent guest speaker, panelist and guest columnist on a number of technical, collections, sales, customer service and leadership topics related to the analytics field.

    Abby Monaco, Senior Marketing Manager, NICE Nexidia

    As Senior Product Marketing Manager for NICE Nexidia, Abby brings over 17 years of experience in product management and marketing direction in software and technology. She plays a key role in establishing as the market leader NICE Nexidia’s vision and messaging for its Customer Engagement Analytics solutions. She is in charge of articulating and promoting the value and competitive advantages of the Nexidia Analytics and Customer Journey Solutions portfolio, which delivers the full spectrum of business insights across entire organizations by utilizing its time-tested and proven program method for interaction analytics alongside journey analytics, IVR optimization, digital containment, and more.

    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.