Screen Shot 2018-02-15 at 12.12.35 PM (1)

How to Achieve 100% Agent QA With Omni-Channel Customer Analytics For The Enterprise  

Listen as Edward Clark, Speech Analytics expert and former Director of Customer Interactions (Quality Assurance) & Contact Center Technology for Customer Care at DIRECTV and Gus Sharples, Big Data aggregation expert and Solutions Architect at CR-X, take a deep dive into omni-channel customer analytics. We will address the common challenges of implementing a modern call center Quality Assurance program and how CustomerView, an omni-channel customer analytics platform can enhance your customer’s satisfaction, improve sales, and reduce churn.

What Attendees Will Learn:

  • How to implement 100% agent QA and automate call scoring, script compliance monitoring, 100% NPS, and top agent performance modeling.
  • How to unlock the important data within your contact center calls, web, chat, social media and other customer touch points to improve business performance and boost customer satisfaction.
  • The costs and risks of not having a contact center agent quality assurance strategy.
  • The complexities and limitations of legacy customer analytics systems.


More About Our Speakers


Prior to leading his own contact center tools & technology consulting company, Edward established and transformed DIRECTV’s Quality Assurance organization into Customer Interactions, which was powered by speech analytics and front-line operational coaching effectiveness tools.


Gus sharples 2.jpgGUS SHARPLES | SENIOR SOLUTIONS ARCHITECT cr-x logo.png

With over 12 years of experience as a senior solutions architect specializing in CX data integration and cloud migration strategies, Gus is an expert in big data integration platforms and visualization.


helene-headshot.pngHELENE SERVILLON | PARTNER MARKETING  voicebase.png

Focused on developing go-to-market strategies and rules of engagement for VoiceBase's enterprise and channel partner success around the globe.