Customer Contact Week – Las Vegas 2023

In this workshop, we have explored the impact of purposeful data on employee retention. With high attrition rates becoming a major concern for organizations across industries, it is crucial to understand how data can play a significant role in reducing turnover.

Key Takeaways:

  • 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

Explore how to leverage data analytics to understand customer sentiment and connect agent purpose with improved tenure and positive customer experiences. Learn how to use large-volume datasets to create impactful human experiences. Get empowered with a roadmap that boosts agent engagement, enhances productivity, and delivers better CX.

Key Takeaways:

  • 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 2022

Are 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.

Key Takeaways:

  • 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 – 2022

Is 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.

Key Takeaways:

  • 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 2022

In 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!

Key Takeaways:

  • 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:

Key Takeaways:

  • Building an Integrated Coaching Program
  • Improve Customer Experiences
  • Transform Call Center Quality Monitoring

Customer Contact Week – Las Vegas 2021

Quality 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.

Key Takeaways:

  • 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

Customer Contact Week at Home January 2021 Workshop Presentation

Work from home has become the new normal. 90% of your workforce might be working from home currently and may continue in the future with the current circumstances. With this set-up, the biggest challenge that most of the contact centers are facing is team member productivity and low-performance issues. If these issues are not addressed, the bottom line will be impacted as well as customer relationships.

Key Takeaways:

  • The role of Leadership in enhancing agent performance
  • Why organizations should focus on agent performance for better CX
  • Techniques applied to improve CX through human intelligence and artificial intelligence
  • Leverage agent performance data to enhance personalized customer interactions
  • How to utilize Customer Insights to define strategies that improve training and coaching effectiveness
  • Insights remove the guess work and target behaviors that drive performance
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