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Who Are Our Customers - What is Their Behavior?


Presented By: Sharpen

August 12, 1:00pm Eastern

Presented by: Ric Kosiba, Chief Data Scientist, and

Adam Settle, Chief Experience Officer, Sharpen Technologies


About the Webcast

Nobody surveys customers like the contact center industry does. But do they really serve their purpose? Do we really know what they are experiencing? Do we still believe in Net Promoter Score? In this session we’ll discuss other ways to learn about our customers, what and why they contact us, and math to intuit what they are experiencing.


About the Presenters

Ric Kosiba, Chief Data Scientist, Sharpen Technologies

Ric is responsible for developing data-driven initiatives to optimize agent performance and to use Sharpen's fantastic reporting tools and data layer to enhance the customer and agent experience. Prior to joining Sharpen in 2019, Ric co-founded Bay Bridge Decisions Technologies in 2000, where he developed the contact center industry’s first “what if” decision engine, a complex set of algorithms designed to forecast proper staffing levels. Ric received a Ph.D. in operations research from Purdue University.

Adam Settle, Chief Experience Officer, Sharpen Technologies

Adam is an experienced education professional skilled in Sales, Coaching, Team Building, and Training. He is a strong facilitator, combining his study of education with experience from his time as a trainer at Apple and Angie’s List. At Sharpen, Adam and his team create the connection between advanced technology and the understanding required for clients to take advantage of its potential.