Utilized properly, analytics can provide better understanding of your customers, their customer experience, competitive pressures and ways to improve customer service. Analytics can also be utilized to improve call center productivity, optimize processes, and enhance agent effectiveness. Get up to speed on the latest industry advances and new ideas on ways to utilize metrics to your advantage.

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Today’s advanced analytic and reporting tools offer real time intelligence. Join us to learn how tools such as surveys or net promoter scores offer incomplete, limited views of the true customer experience and how speech and customer interaction analytics solutions use your unstructured data to provide greater insight into customer experience.

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An overview of several of the laws and requirements that impact contact center operations including Consent-to-Record, Telemarketing Sales Rule, The Truth in Lending Act, Fair Debt Collection Practices Act, and the importance of verification for liability protection.

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With the growing complexity of call center work, such as new channels for customers to access the organization, how does one achieve simplicity? This session will walk through changes you can make to your contact center and processes to improve your overall operations while simplifying your life. We will cover: Agent hiring and retention - Customer feedback - Self-service - Data integration - Emerging channels.

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Register today to reserve your free spot at this informative virtual conference brought to you by CRMXchange. Learn the key issues affecting your organization as you embark on your multi-channel journey. This online conference features presentations by top experts on issues that confront you daily.

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