Multichannel Analytics -- You Can't Leverage The Technology Without People and Process
Organizations are quickly moving to implement multichannel analytics with the intention of using this tool to improve the customer experience, but in the rush they are all too often neglecting to have both a resource and process strategy firmly in place. Why does this matter? Without alignment of resources and processes, users initially are excited by the improved view into customer interactions, but as time goes by they become frustrated when the technology just does not fully deliver the desired results.
In this session, Roger Lee will share his insights into building the necessary resource and process infrastructure to successfully leverage multichannel analytics within -- and beyond -- your contact center. Topics to be discussed:
- Ownership of multichannel analytics
- Establishing a steering committee
- Resource skillsets and power users
- Establishing business and IT processes
- Building and sustaining momentum by celebrating success
Presenters:
Roger Lee
Customer Experience Leader
HP WFO Software
