Presented By: Larry Skowronek, VP of Product Management, and John Caddell, Strategic Services Executive, Nexidia
On Demand Date: February 2012 

  
Because call center interactions greatly influence brand perception, your company has undoubtedly created customer experience metrics to gauge performance. But do you know, on a proactive and daily basis, how you stack up against these metrics? If you rely on surveys and other time-delayed sources for this information, the answer is “no!” Thus, you’re vulnerable to missed opportunities where real-time intelligence could help you make immediate changes to business processes or agent behaviors and improve the customer’s experience.

But today’s advanced analytic and reporting tools offer a solution. In this webinar you will learn: 

 • Where we’ve been: how tools such as surveys or net promoter scores offer incomplete, limited views of the true customer experience 
• Where we are today: how speech and customer interaction analytics solutions use your unstructured data to provide greater insight into customer experience
• Where we’re going: how advanced, enterprise-level analytics closes the gap and:
o Shows the connection between a customer’s value and their interaction topics
o Provides near real-time views of customer sentiment across key performance indicators
o Uncovers the root cause behind issues impacting customer experience
o Delivers customized information needed to increase customer retention and satisfaction

Larry Skowronek, VP of Product Management, and John Caddell, Strategic Services Executive at Nexidia, will show how several of Nexidia’s telecommunication customers are using advanced reporting to study customer retention and customer churn - two key performance indicators driven by customer experience - and how the information collected could impact their operations.

Speakers:  

Larry Skowronek, Vice President, Product Management, Nexidia. Larry has nearly two decades of experience in product management, quality assurance, and consulting organizations within the contact center industry, including TCS Management Group/Aspect Communications, Informiam/Genesys, and LiveOps. He has focused his career on helping contact centers contribute directly to a company’s corporate objectives.

John Caddell, Strategic Services Executive, Nexidia. John has worked in the IT industry for more than 25 years, as a developer, marketer and consultant, for companies such as EDS, Alltel and GTE. At Nexidia, he helps customers maximize business value by leading planning sessions, developing business cases, and connecting analytics to a client’s business transformation initiatives.