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Using Analytics to Understand the Complete Customer Experience - Technology Showcase

NICE inContact

Presented By: NICE inContact



Live Date: September 28, 2017. PLEASE SIGN IN FOR RECORDING.

Presented by: Brian Spraetz, Senior Product Marketing Manager, inContact

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About the Webcast

Every customer interaction results in an experience – good, bad, or somewhere in between. That’s hundreds, thousands, or even more experiences every day. This sheer volume makes it challenging to get a complete picture.

What if there was a tool that could analyze the experience every customer receives, pinpoint instances where issues occurred, and uncover what can be done to prevent them in the future? Fortunately, there is one that’s available today – analytics.

Join this webcast to learn how Omnichannel Analytics can be used in your contact center to understand, track, and improve customer experiences. View a live product demo showcasing a new analytics solution that simplifies and consolidates the analysis for all voice-and text-based customer interactions. See how pre-defined categories get you up and running, and getting results, out of the box. Hear how to identify positive and negative customer experiences and their underlying drivers.

About the Presenters

Brian Spraetz, Senior Product Marketing Manager, inContact

For more than 18 years, Brian has been helping customer service operations perform at peak levels and deliver loyalty-winning experiences. In addition to his positions in product marketing, Brian has had roles in product development and product management. With expertise spanning the full range of customer engagement solutions, Brian provides unique perspectives and valuable insights on effectively combining technology and processes to gain operational and competitive advantages.