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Seeing into Your Blind Spots - Tips to Identify Hidden Opportunities for Improvement

NICE inContact

Presented By: NICE inContact

Live Date: August 10th, 2017. PLEASE SIGN IN FOR RECORDING.

Presented by: Brian Spraetz, Product Marketing Manager, inContact

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About the Webcast

The rapid proliferation of customer interaction channels increasingly challenges contact centers to maintain visibility into their service performance. Customer experience blind spots develop complicating decisions on where to focus improvement initiatives. Or worse, hiding potentially damaging service failures. Join us to learn how your organization can shed light into those blind spots to identify and prioritize opportunities for improvement.

Things you will learn: 

  • Where your most likely, and most damaging, blind spots may be.
  • Tips for using proven tools, like quality management, to gain insight.
  • How to systematically drive out negative customer experiences.


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.