How to Achieve 100% Agent QA With Omni-Channel Customer Analytics for The Enterprise
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
EDWARD CLARK | SPEECH ANALYTICS EXPERT
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 | SENIOR SOLUTIONS ARCHITECT
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 SERVILLON | PARTNER MARKETING
Focused on developing go-to-market strategies and rules of engagement for VoiceBase's enterprise and channel partner success around the globe.