Using Analytics to Drive Improved Agent Performance and Better Call Outcomes
Presented by Sabrina DeRose and Cliff LaCoursiere, CallFinder
Live Date: March 20, 2018. PLEASE SIGN IN FOR RECORDING.
About the Webcast
It’s critical for any business
that handles high-volume inbound call traffic to respond quickly and
efficiently to customer needs. However, it’s infinitely more difficult without
systems in place that are capable of tracking, analyzing and reporting more
than a small sample of customer call data. Find out how organizations are
moving beyond outdated manual analysis techniques to leverage the power of
cloud-based speech analytics that provide the necessary information to respond
with greater agility.
Join this webcast to view a live
analytics demonstration that details:
- How speech analytics and automated scorecards are used in
contact centers to evaluate agent performance and improve customer experiences.
- How these solutions can be used together to help your business
automate data collection, analysis and reporting, reduce agent churn,
implement unbiased scoring techniques, determine customer call reasons, and
leverage customer analytics to manage the customer experience.
You’ll come away with new
insights into the power of speech analytics and call scoring, and the positive
impact that using affordable SaaS tools in your contact center will have on
bottom line revenue.
About the Presenters
Sabrina DeRose, CallFinder Analyst
Sabrina is a seasoned customer experience professional with a background in marketing, project management, technology consulting, and career development. She is dedicated to supporting and training businesses in the use of speech analytics technology to extract insights from the conversations they have with their customers to improve the agent-customer experience. Sabrina has been with CallFinder for six years.
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.