Sign up to get full access to all our latest content, research, and network for everything customer contact.

Multichannel Analytics -- You Can't Leverage The Technology Without People and Process

We respect your privacy, by clicking ‘Watch On Demand’ you agree to receive our e-newsletter, including information on Podcasts, Webinars, event discounts and online learning opportunities. For further information on how we process and monitor your personal data click here. You can unsubscribe at anytime.

This FREE webinar was recorded on:
July 23, 2015
01:00 PM - 02:00 PM EST

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
We respect your privacy, by clicking ‘Watch On Demand’ you agree to receive our e-newsletter, including information on Podcasts, Webinars, event discounts and online learning opportunities. For further information on how we process and monitor your personal data click here. You can unsubscribe at anytime.