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Improving agent performance and customer experience through journey based Interaction Analytics


Presented By: CallMiner

February 16, 2017 2:00PM EST

Presented by Brian LaRoche, Product Marketing Manager, CallMiner; and Mike Hull, Director, Business Analytics, TradeGlobal


About the Webcast

Achieving optimal contact outcomes and an ideal experience for your customers takes alignment of your goals, technologies and processes into a well-choreographed and smoothly run operation. Yet how do you identify what is working right and what needs improvement that can positively impact the customer experience throughout the journey?

Join Mike Hull, Director, Business Analytics at Trade Global as he presents his team’s use of Customer Journey-Based Interaction Analytics to: uncover and solve repeat call drivers; improve agent performance tracking and training; and trend and report on systematic product and process issues that impact customer experience and satisfaction.

Attendees to this informative webinar will learn how journey-based Interaction Analytics:
  • Maps customer experience and outcomes
  • Uncovers systematic, product and process issues in near real time
  • Automates agent scoring and performance feedback to improve agent performance


About the Presenters

Brian Laroche, Product Marketing Manager, CallMiner

Brian LaRoche is responsible for direct and channel marketing 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.

Mike Hull, Director, Business Analytics, TradeGlobal

Mike is CallMiner BIA certified and has responsibility for all contact center reporting, voice analytics and payroll. Mike continues to oversee reporting, payroll, and voice analytics with plans to greatly expand the use of CallMiner’s ever increasing capabilities. Since joining the team as an agent in March of 2006, Mike has held a variety of positions within the organization. He became the Training Manager and took over the supervision of the QA group. Following the addition of CallMiner’s Eureka voice analytics platform, Mike created the role of Business Intelligence Manager.