Customer Contact Week – Austin 2024
Revolutionize Your Contact Center with AI-Powered Speech Analytics. What if you could unlock a 360-degree view of the customer journey and use those insights to delight customers and empower agents? AI-driven speech analytics make it possible.
Speech analytics leverage artificial intelligence to extract invaluable insights from customer interactions.
Key Takeaways from this session:
- Unlock a comprehensive customer journey view with AI-powered speech analytics, empowering agents and delighting customers with valuable insights.
- Learn how to harness artificial intelligence to pinpoint experience gaps, offering data-driven guidance for enhanced contact center operations.
- Discover how to foster flexibility and adaptability with cloud-based speech analytics, supporting agile operations in remote contact center environments.
- Gain insights into proactively exceeding customer expectations by leveraging speech analytics for continuous improvement through actionable insights and data-driven actions.
Customer Contact Week – Las Vegas 2023
- Understanding the impact of attrition on organizations and the need for effective retention strategies.
- Exploring five ways that purposeful data can be used to reduce turnover and improve employee engagement.
- Gaining insights into key metrics that can be used to track employee satisfaction, motivation, and productivity.
- Learning how to use data-driven insights to identify the root causes of attrition and develop targeted retention programs.
- Developing a roadmap for implementing purposeful data strategies in your organization to create a more loyal and engaged workforce.
Customer Contact Week – San Antonio 2023
- Creating a Data-Driven Culture that Connects with Your Mission and Purpose
- How Improving Critical Behaviors Improves Retention
- How to Gain Buy-In by Simplifying Agent Performance Management
Customer Contact Week – Nashville 2022Are you still making decisions based on single-dimension information? Contact Centers across the world are embracing big data utilization, however, their ability to capture and collate omnichannel data to a single actionable point that can be used to make informed customer experience and agent engagement decisions is limited. Contact Center leaders have volumes of information at their fingertips, yet more than 67% of the amassed data remains unused every year.
- Deriving actionable insights from data
- Leveraging data-driven culture to boost agent performance and retention
- Eliminate silos
- Proven techniques to improve Contact Center Agility, Conversion, and Agent Experience
- The Contact Center Analytics tools imperative to success
Austin Contact Center Alliance – 2022Is your organization’s turnover costing you? Lost opportunities, performance challenges, and increased costs, low morale can be just some of the negative impacts. Attrition is one of the biggest challenges in the contact center industry today. In the era of the “Great Resignation” and “Quiet Quitting” learn what you as a leader should do to retain and engage your talent.
- Engage and retain the talent using data
- Uncover the hidden insights in your customer interactions
- Incorporate the right coaching for employee development
- How to bridge the gap between performance monitoring and performance management
Customer Contact Week – Vegas 2022In today's competitive times your customer’s voice matters more than ever. It is the key to unlocking your agent potential and driving better performance. With AI-powered Speech Analytics, you’ll be able to review your customer sentiments through the magnifying glass of targeted KPIs. Just imagine what you could accomplish when you analyze 100% of your customer interactions!
- How to use VOC to understand customer sentiments
- How to empower and retain agents using customer insights
- The secret sauce to creating next-level customer and agent experiences
Webinar : Reshaping Customer & Agent Experience With Integrated Speech Analytics
In this webinar, you will learn how to harness these insights to empower your team members, delight your customers, and improve your KPI’s across the board.Get deeper insights into:
- Building an Integrated Coaching Program
- Improve Customer Experiences
- Transform Call Center Quality Monitoring
Customer Contact Week – Las Vegas 2021Quality monitoring, when integrated with Human Intelligence and Artificial Intelligence, uncovers insights into your Customer Experience and Agent Experience like you have never seen before. Download the presentation and learn how to harness these insights to empower your team members, delight your customers, and improve your KPI’s across the board.
- How to utilize Customer Insights to define strategies that improve Training and Coaching
- Leverage the power of AI + HI to create a seamless end-to-end experience
- How to uncover actionable insights from customer interactions
- Empowering agents through an integrated coaching program
- How to transform quality monitoring by integrating Speech Analytics
- Five-step process to improve agent performance
- Actionable next-steps to exceed customer expectations and increase customer loyalty
- How to identify CX drivers