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Top 7 Things You Need to Know to Improve Contact Center Operation and Customer Experience


Presented By: CallMiner

May 18, 2017 1:00PM EDT

Presented by Brian LaRoche, Product Marketing Manager, CallMiner Eureka

Jerry Sokol, Principal, biz-meets-tech


About the Webcast

To significantly improve your contact center operation and your customer experience, “what” data you capture and analyze is crucial. 

Join Jerry Sokol, former CTO and designer of award winning omnichannel and analytic products. Now Principal of Biz Meets Tech, he provides practical solutions to organizations struggling with tough call center business and technology challenges. In this webinar, Jerry will outline the 7 metrics that are essential to track to help you understand the most important details of your operation. He will also provide an actionable framework for using them to improve the customer experience and contact center efficiency.

Attendees to this informative webinar will learn:

  • The 7 most important metrics/data to collect that have the greatest impact on business success
  • The importance of thinking from the customer’s perspective 
  • What metadata you should capture
  • Why you should chart the journey across channels
  • What you can do with actionable insights to truly make improvements


About the Presenters

Brian LaRoche, Director, Account Based Marketing, CallMiner

Brian LaRoche is responsible for direct and channel outbound marketing programs 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.