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Analytics and Quality Assurance - Tech Tank


Presented By: CRMXchange

Live Date: September 19, 2017. PLEASE SIGN IN FOR RECORDING.

Presentations by CallMiner, dvsAnalytics, inContact

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About the Webcast

Keeping customers happy requires a business to learn as much as possible about what they’re thinking to accurately anticipate their needs.  Join us as we discuss how to gain customer insights to more accurately measure, track and improve the quality of the customer interaction.

  • With the number and types of customer interactions rapidly increasing it’s more crucial than ever for contact centers to easily identify and eliminate negative experiences. inContact will show how their Omnichannel Analytics product uses sentiment analysis to pinpoint interactions with negative customer sentiment and provide insights into the underlying drivers.
  • dvsAnalytics will show how to increase agent engagement, resulting in higher levels of customer satisfaction.  Leveraging analytics into your quality management initiatives provides individualized eCoaching and gamification to continuously engage agents.
  • CallMiner will demonstrate how CallMiner Eureka multi-channel journey mapping and outcome reporting help uncover the root cause of repeat calls; improve agent performance tracking and training; and identify and trend product and process issues that impact customer experience and satisfaction


About the Presenters

Brian Spraetz, Senior Product Marketing Manager, NICE 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.

Paul Buckley , Product Manager, dvsAnalytics

Paul Buckley joined dvsAnalytics in 2013 as Product Manager for Encore, dvsAnalytics’ Workforce Optimization Suite. Paul is responsible for defining and launching new applications that help customers drive improvements in agent and customer engagement.  Prior to dvsAnalytics, Paul served as product manager for other companies in CRM, education, and technology including 15 years with Intel.  Paul has a BS in engineering and an MBA. 

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.

Toby Paul, Product Marketing Manager, CallMiner

Toby Paul is a Product Marketing Manager at CallMiner and drives product marketing content and strategy for the Eureka product line and leads new product launches. In addition to his marketing responsibilities he is the host and moderator of CallMiner’s monthly Product Release webinars and the Feature Showcase series of live product demos.