“Analytics” is one of the biggest buzz words in the business world—and now the contact centre world is buzzing about customer analytics, as well. But as with most new technologies, exciting conversations about the potential tend to race ahead of the basics.
In this webinar, Head of Solution Consulting for Calabrio EMEA, Charlie Snedden, will explain the three types of contact centre analytics, how they work, and 10 use cases of organisations who are solving real-life business problems using contact centre analytics.
Join the Top 10 Use Cases for Contact Centre Analytics to learn:
- The three types of contact centre analytics and how they work in a modern multi-channel contact centre
- 10 real-life business use cases that will take your analytics program to the next level, starting from day one of implementation
- How to use analytics data to persuade and educate business decision makers about a point of interest to your brand
Charlie Snedden leads Solution Engineering in EMEA for Calabrio. Charlie joined Calabrio in 2015, bringing 20 years of contact centre experience and extensive knowledge of workforce management, quality management and analytics. He oversees pre-sales engagements to help customer contact organisations define their planning and quality strategies to deliver great service and customer experience.
Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Since its launch, Engage Customer has rapidly established itself as beacon of thought leadership in a rapidly changing customer environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business..