About the Webcast
95 -99% of companies randomly route customer calls.
Is your company one of them? Can you afford to route at random?
Wouldn’t it be ideal if you could gather all you know about each customer and connect them with agents who will provide the optimal experience?
Join us as we discuss how the typical legacy routing strategy is evolving to be intelligent, personalized, and capable of improving your metrics.
Highlights of the session include:
- Use what you know: Data gathered from previous interactions on the customer’s personality and behavioral characteristics to predict the best agent to handle the customer’s call
- Personalize the connections: Reduce the customer’s effort
- What’s their style: Know their communication preferences and personality. Personalize the customer experience
- Deliver the right experience: Design an optimal experience strategy that improves your KPIs
Join us to learn how to create framework for what you want to achieve. Make every route count!
About the Presenters
Andy Traba, Director of Product, NICE Nexidia
Andy Traba is a Director of Product who helps premier brands have better conversations with their customers. As an innovator in the field of Behavioral Analytics, Andy has been instrumental in the creation, go-to-market strategy, and evolution of personality-based products that decode the chemistry of conversations. His focus on creating products that analyze, learn, and predict behavior has enabled enterprises to improve business results through more productive and positive interactions. Outside of the corporate world, Andy is an tech junky, father of twins, and sports handicapper.