Presented By: Donna Fluss, President, DMG Consulting; Joe McFadden, Sr. Director, Enkata
On Demand Date: May 2011 

This webcast  will help you understand where various types of analytics fits into a broader customer-centric strategy, and how they should be used to improve the customer experience. Experts review an emerging approach to unified analytics for the contact center that includes speech, desktop, performance management, and cross channel analytics. Participants will learn where each of the analytics applications is best applied to best improve your customer’s experience.

In addition to an overview of popular contact center analytics applications, we provide detailed guidance about where best to apply each. More importantly, you will hear about the emerging use of a unified framework to drive next best actions and results.

What you will learn:  

* Where best to apply speech, desktop and performance analytics solutions to solve specific operational problems (e.g., FCR vs AHT improvements)
* How analytics data can be best used to generate a trusted FCR metric
* How to use analytics solutions to systematically improve contact center performance and the customer experience through the application of actionable data that drives coaching and training decisions
* How to leverage speech and performance data to identify the right call recordings for review and the right CSRs for coaching  

Donna Fluss is the President of DMG Consulting LLC, a firm specializing in customer-focused business strategy, operations and technology services. Ms. Fluss is a recognized thought leader and innovator in CRM, contact center and real-time analytics. She is the author of The Real-Time Contact Center and many leading industry Reports, including the Contact Center Performance Management Market Report, the Speech Analytics Market Report and the Quality Management/Liability Recording Product and Market Report. 

Joseph McFadden is a veteran of the customer service industry. He has been associated with the launch of several first-in-category solutions including VoIP-based, multi-channel contact routing solutions, voice response systems, and agent optimization solutions. He is currently a Senior Director at Enkata, a leading provider of analytics driven performance management solutions for the contact center.