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Case Study - Building New Roads to Greater Productivity and Efficiency with QA and Analytics


Presented By: CallFinder


Presented by Frank Diaz, Director of Operations RoadVantage and

Cliff LaCoursiere - Vice President, CallFinder

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About the Webcast

Automating agent scoring is key to improving both contact center performance and the customer experience while boosting the bottom line.  You have heard how putting speech analytics and transcription solutions in place in the contact center offers significant business benefits. Now, we can show you how the process works.

Just like your company, RoadVantage, the fastest growing finance and insurance automotive aftermarket specialist, is powered by a passion to create the best possible customer experience.   

In this webcast, you will hear directly from their director of operations how leveraging insights from analytics helped fuel their progress. Learn how they were able to:  

  • Reduce handle times by 14% 
  • Gain 100% management visibility into 100% of customer interactions
  • Increase productivity and efficiency of QA teams by monitoring more interactions in less time
  • Identify trends in customer needs and use those insights to improve the customer experience

 If you are obsessed with your CX, register now and see what you can do. 



About the Presenters

Cliff LaCoursiere, VP CallFinder Growth

Cliff is a successful business leader and technology entrepreneur with more than 20 years of experience creating, building and growing markets for both existing and new product categories. Cliff leads the sales team, and directs the development and execution of the company's product development and marketing strategy. Cliff has extensive knowledge in the speech analytics and SaaS industry, and co-founded CallMiner.  Prior to joining CallFinder, Cliff was principal consultant with Zling,  was the vice president of sales and marketing of SDG and worked as head of sales and account management for VirtualLogger; a pioneer in the delivery of SaaS-based contact center software.

Frank Diaz, Director of Operations, RoadVantage

Frank brings to RoadVantage a vast knowledge of the insurance industry and contact center operations, gained through his work with several well-known P & C organizations such as Allstate, USAA and General Casualty.

Frank held key roles in claims, underwriting, sales, support services and marketing at USAA, where he led efforts to produce the first nationwide financial responsibility educational series for newly commissioned military officers. As director of insurance operations at USAA, Frank was responsible for sales, underwriting and claims operations for the Northeast region. At General Casualty, Frank was responsible for all policy processing, underwriting and agency support, as well as policy accounting operations.

Frank came to RoadVantage after eight years with Dell. As director of global learning & development, Frank led teams supporting the contact center and field engineer operations. His expertise in contact center operations, coupled with his technical and customer management skills, proved crucial to his team's success.