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How to Achieve 100% Agent QA with Omni-channel Customer Analytics

Take a deep dive into omni-channel customer analytics as we address the common challenges of implementing a modern call center Quality Assurance program and how CustomerView, an omni-channel customer analytics platform can enhance your customer’s satisfaction, improve sales, and reduce churn.

What Attendees Will Learn:

• How to implement 100% agent QA and automate call scoring, script compliance monitoring, 100% NPS, and top agent performance modeling.
• How to unlock the important data within your contact center calls, web, chat, social media and other customer touch points to improve business performance and boost customer satisfaction.
• The costs and risks of not having a contact center agent quality assurance strategy.
• The complexities and limitations of legacy customer analytics systems.
Recorded Feb 15 2018 59 mins
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Presented by
Edward Clark, Speech Analytics expert and Gus Sharples, Big Data Aggregation expert & Solutions Architect CR-X
Presentation preview: How to Achieve 100% Agent QA with Omni-channel Customer Analytics

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  • Speech Analytics For The Cloud - Live Demo! Recorded: Jul 31 2018 44 mins
    Jay Blazensky, CRO & Co-Founder VoiceBase
    Get a high level introduction to VoiceBase's speech analytics API solution, use cases and a live demo of our on-the-fly custom vocabulary!
  • Cloud Contact Center Building Blocks; Avoid pitfalls of premise-based solutions Recorded: Jun 28 2018 47 mins
    Jerry Perkins Co-Founder/CEO Symbee, Dan Raasch Solutions Architect VoiceBase, David Isaacson VP Marketing & Bus Dev Entech
    Develop your contact center’s cloud transformation strategy using Amazon Connect by AWS and AI-powered Speech Analytics by VoiceBase. Jerry Perkins, Co-Founder and CEO of Symbee, an AWS Consulting Partner and creator of the Symbee Connect SaaS platform for Amazon Connect, and Dan Raasch, Senior Solutions Architect at VoiceBase, will provide professional tips about how to choose the right building blocks for your cloud contact center transformation strategy and how to avoid the pitfalls of moving from on-premise to the cloud.

    The contact center has been moving to the cloud for the better part of a decade now. It’s not a matter of “if” but “when.” Cloud solutions are open, reliable, scalable, secure and most of all, cost effective. Whether you have seasonal call volumes and only want to pay for what you use, or your sick of paying service fees for hardware that delivers lackluster results; cloud-based contact center solutions provide the best ROI.

    What Attendees Will Learn:
    • On-premise contact centers: challenges and roadblocks
    • Debunking myths about the cloud
    • Preparing for cloud transformation and planning for the unexpected
    • How to choose the right building blocks for your cloud contact center
    • Why the time is now. Statistics from multiple industries demonstrate that the move to the cloud is irreversible, fully in flight, with no signs of slowing down. Do not get left behind.
  • Amazon Connect Meetup; AI-Powered Speech Analytics, The Path To Increasing Sales Recorded: Jun 13 2018 17 mins
    Dan Raasch, Sr Solutions Architect VoiceBase
    Learn how AI-powered speech analytics can be leveraged in your Amazon Connect powered contact center to better monitor agents and increase sales.
  • How to Achieve 100% Agent QA with Omni-channel Customer Analytics Recorded: Feb 15 2018 59 mins
    Edward Clark, Speech Analytics expert and Gus Sharples, Big Data Aggregation expert & Solutions Architect CR-X
    Take a deep dive into omni-channel customer analytics as we address the common challenges of implementing a modern call center Quality Assurance program and how CustomerView, an omni-channel customer analytics platform can enhance your customer’s satisfaction, improve sales, and reduce churn.

    What Attendees Will Learn:

    • How to implement 100% agent QA and automate call scoring, script compliance monitoring, 100% NPS, and top agent performance modeling.
    • How to unlock the important data within your contact center calls, web, chat, social media and other customer touch points to improve business performance and boost customer satisfaction.
    • The costs and risks of not having a contact center agent quality assurance strategy.
    • The complexities and limitations of legacy customer analytics systems.
  • Grow Your Compliance Toolkit; 5 Steps to Omni-Channel Monitoring Success Recorded: Sep 19 2017 45 mins
    Susan Terry, Sr. Director Business Development, PerformLine
    Join us as we demonstrate how PerformLine has converted speech analytics insights into world class compliance solutions leading the emerging RegTech industry. Now businesses can achieve omni-channel compliance with one turn-key solution. Utilize industry leading speech recognition and speech analytics to instill confidence in customers that their data is taken care of.
    Read more on our blog.

    What Attendees Will Learn:

    • How PerformLine best practice rulesets will speed the time from yes, to measurable results
    • Why mediators and regulators like a standardized, turnkey approach to compliance monitoring
    • How PerformLine is harnessing the CFPB complaint database to help our customers track their risk
    • Costs and risks of not having an omni-channel compliant solution
Speech Analytics for the Cloud
VoiceBase is defining the future of deep learning and communications by providing unparalleled access to spoken information for businesses to make better decisions. With flexible APIs developers and enterprises build scalable solutions with VoiceBase by embedding speech-to-text, conversational analytics, and predictive analytics capabilities into any big voice application. VoiceBase’s customers include Amazon Web Services, Home Depot, Twilio, Nasdaq, and HireVue.

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  • Title: How to Achieve 100% Agent QA with Omni-channel Customer Analytics
  • Live at: Feb 15 2018 7:00 pm
  • Presented by: Edward Clark, Speech Analytics expert and Gus Sharples, Big Data Aggregation expert & Solutions Architect CR-X
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