Presented by: Keith Dawson, Principal Analyst, Ovum; Rudy Flores, Senior Director Enterprise Customer Care, Time Warner Cable; Ryan Pellet, SVP, Strategic Consulting Services, Nexidia
On Demand Date: March 2013
Today’s contact centers find themselves uniquely positioned. Rather than being seen solely as a required cost / support center, they have the opportunity to be a vital data source of the organization, providing insight into nearly every facet of the business. By using Interaction Analytics, Customer Care Executives can elevate their department to enterprise MVP status, by breaking down organizational silos. Interaction Analytics gives them the power to organize, analyze and disperse crucial business intelligence about all aspects of the customer journey, regardless of interaction type or communication driver.
Forward thinking companies, like Time Warner Cable, have found the value that Interaction Analytics brings both inside and outside the contact center. In such companies, Interaction Analytics makes customer care execs the MVPs by providing empirical business performance data, generated by customer interactions. Eliminating reliance on anecdotal stories, Interaction Analytics supplies quantifiable evidence of business issues that surface in contact center interactions. By analyzing the agent/customer interactions to determine root cause, and prove the reasons behind movement in key corporate metrics, companies can determine everything from marketing effectiveness to the impact of a business policy or process on a customer’s experience.
Time Warner Cable, a leading telecommunications company, has successfully applied Interaction Analytics to elevate the performance of their organization. In this webinar you will learn:
• The importance of using Interaction Analytics to centralize information gathered from customer interactions
• How Interaction Analytics has placed customer driven data at the center of Time Warner’s improvements and planning
• How Interaction Analytics provides empirical evidence of issues that may be originating elsewhere in the business, but are quickly identified and solved
• How Time Warner uses interactions to quantify the performance of newly deployed products and services
• How marketing and customer service functions have partnered, through Interaction Analytics, to drive increased customer retention and execute win-back efforts
Keith Dawson, Principal Analyst, Ovum: Keith is part of Ovum’s customer interaction team, where he covers contact center technologies, including infrastructure, software, and services. His particular interest in recent years has been the customer experience: how to measure it, and how companies can use the contact center to manage that experience to their advantage. Prior to joining Ovum, Keith was Industry Director in the Contact Center practice at Frost & Sullivan. In four years there he wrote the primary market reports on ACDs, IVR/voice portals, outbound dialers, and hosted services. He analyzed survey results comparing consumer service satisfaction across different verticals and created forecasts for new sectors, including analytics and proactive customer communications.
Rudy Flores, Senior Director Enterprise Customer Care, Time Warner Cable: Rudy is a Senior Director at Time Warner Cable responsible for Enterprise Customer Care. In addition to setting and executing on TWC outsourcing strategy, Rudy leads the use of analytic assets to gain customer perspective and set TWC residential strategy.
Ryan Pellet, SVP, Strategic Consulting Services, Nexidia: Ryan is responsible for leading Nexidia’s Services organizations, which guide clients through the journey of leveraging Nexidia’s analytic portfolio. Ryan has over 20 years of creating customer experience centric strategies for Fortune 100™ companies and is a recognized expert in business strategy development using behavioural and business analytics. He is a recognized author, industry thought leader and key note. Prior to joining Nexidia, Ryan was an officer at Convergys Corporation – the leader in customer relationship management and the largest customer experience outsourcer in the world. At Convergys, he was the lead executive for the Center for Applied Customer Analytics, and the Global Consulting Services Practice; where he led Convergys’ application and use of analytics within the company’s two-billion plus customer experiences/interactions.
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