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The Beginner’s Guide to Analytics


Presented By: Calabrio

February 20, 1:00 pm Eastern

Robin Butterfield, Contact Center Analytics Consultant, Calabrio


About the Webcast

Join us to learn the basics of analytics and why it’s a trending topic in today’s intelligent contact centers. Robin Butterfield, QM and Analytics consultant, will tackle topics such as: 

  • The differences between speech, text and desktop analytics
  • Details on different Analytics technologies, such as LVCSR, Phonetics and STT
  • The top 10 Analytics business use cases 

After this session, you’ll understand how analytics  can improve your bottom line.


About the Presenters

Robin Butterfield, Contact Center Analytics Consultant, Calabrio

Robin has three decades of experience working with technology including data networking, telephony, and enterprise solutions. After 20 years in product management and marketing, Robin has found her greatest passion in application and business consulting. For the past 8 years, she has focused on quality management and analytics and has provided consulting services to Fortune 500 companies whose contact centers range from dozens of agents to thousands of agents. Robin has partnered with key stakeholders and contact center management to provide effective solutions to address business pain points and ensure optimum use of their enterprise solutions, resulting in improved customer/agent experience along with increased business performance.