What You Need to Know About Modern Multichannel Analytics

This FREE webinar was recorded on:
Wednesday, July 19, 2017
02:00 PM - 03:00 PM EDT
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With modern, multichannel analytics technology, contact centers can uncover the trove of customer insights buried in millions of calls, emails, texts, Tweets and chats—and share them across the enterprise. However, many organizations don’t have the staff to devote to get the most value out of an investment in analytics tools.

In this webinar, Brad Snedeker, Director of Innovation at Calabrio, will share the benefits that a managed analytics service can bring to your contact center and your business as a whole. Joining Brad will be guest speaker Ian Jacobs, Forrester Principal Analyst serving Application Development & Delivery professionals, who will share the findings from a May 2017 commissioned study conducted by Forrester Consulting on behalf of Calabrio—Maximize Customer Data With Analytics that reveals insights into how contact center decision makers can win, serve, and retain customers by leveraging the tools they already have in place to capture and utilize their customer data.

You will learn to:

  • Take advantage of the tools already in place in your contact centers
  • Use analytical insights from your contact center to benefit other areas of your business
  • Drive internal alignment and collaboration and close the gap in operational performance using contact center analytics insights

 

Presenters:

Ian Jacobs
Principal Analyst
Forrester

Ian Jacobs is a Principal Analyst at Forrester where he has researched application development and delivery with a focus on the digital transformation of customer service, he is an expert in contact centers. His research keeps a sharp focus on customer experience and agent experience issues. Before joining Forrester he worked for two decades as a marketer, journalist, and analyst in the software market. He has held several senior-level analyst roles in both the CRM and customer experience fields, and he most recently crafted corporate vision and messaging as the customer experience evangelist at Genesys (Daly City, California).


Brad Snedeker
Director of Innovation
Calabrio

Brad Snedeker is the Director of Innovation at Calabrio. With over 15 years in the industry, Brad has extensive knowledge of the contact center space. As Calabrio’s head of the Innovation Center, he works directly with users to teach and develop new and innovative techniques to implement customer engagement and WFO best practices.