Roundtable - Analytics and Business Intelligence
Live Date: March 8, 2018. PLEASE SIGN IN FOR RECORDING.
Panelists include: Calabrio, CallMiner, NICE
About the Webcast
Join this roundtable as we explore best practices which enable organizations of all sizes to consistently leverage analytics and discovery that can create a competitive advantage.
We will discuss:
- Best practices which involve both a short term and a longer term plan, built upon a strong
foundation that can carry the organization forward for years to come.
- A few easy ways to start
tackling Customer Satisfaction and Customer Experience challenges.
- Benefits, challenges, examples, and best practices for improving FCR.
value of providing an agent performance feedback loop to drive improved agent
skills and better customer outcomes.
- How to bring new life to contact center reporting by re-evaluating your reporting processes for efficiency and action.
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.
Abby Monaco, Senior Marketing Manager, NICE Nexidia
As Senior Product Marketing
Manager for NICE Nexidia, Abby brings over 17 years of experience in product
management and marketing direction in software and technology. She plays a key
role in establishing as the market leader NICE Nexidia’s vision and messaging
for its Customer Engagement Analytics solutions. She is in charge of
articulating and promoting the value and competitive advantages of the Nexidia
Analytics and Customer Journey Solutions portfolio, which delivers the full
spectrum of business insights across entire organizations by utilizing its
time-tested and proven program method for interaction analytics alongside
journey analytics, IVR optimization, digital containment, and more.
Mary Moilanen, Business Intelligence Consultant, Calabrio
From custom reporting to data visualization, Mary’s work as a Business Intelligence Consultant helps call centers transform data into actionable insights. She takes pride in creating solutions that enable people to quickly and easily find value in their data, regardless of their level of analytical expertise. Mary enjoys working at the intersection of business and technical users and finding ways to satisfy the needs of both audiences.