Unleash the Voice of the Customer
Presented by Brad Snedeker, Innovation Center Manager, Calabrio
RECORDED June 2015
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Today's technological advancements offer organizations insight into customers' needs and wants. See how listening to the voice of the customer, more importantly, tracking key trends and sharing that information enterprise-wide, can be easy with the right tools. Analytics solutions are a powerful way to leverage the wealth of information you have already gathered to identify customer opportunities ahead of the competition.
By providing complete access to customer data, including each customer's interaction history with your company, your agents can make the service experience consistent, seamless and personalized. Implementing an analytics solution is key to continuously improve and innovate your contact center responsiveness and set your business apart.
Brad Snedeker, Innovation Center Manager, Calabrio
With over 15 years in the industry, Brad has extensive knowledge of the contact center space. As Calabrio’s Innovation Center Manager, he ensures that customers have access to the best training available for Calabrio products. He works directly with users to develop new and innovative techniques to implement Workforce Optimization best practices. Workforce Management has been Brad’s primary focus for over 7 years, which is a component of the Calabrio ONE suite, a workforce optimization solution with an easy to use interface and powerful capabilities. Calabrio ONE includes call recording, quality management, workforce management, speech and desktop analytics.