How to Unpack Contact Center Data to Improve CX

Presented by

Peter Iansek, CEO, Operative Intelligence

About this talk

In the age of big data, it’s never been easier to access customer data. But activating your call center data to extract actionable insights, that’s another story. CCNG member and contact center leader Peter Iansek, CEO of Operative Intelligence, talks with Nayan Mehta, Head of Customer Success at Replicant about: - Modern and effective ways to unpack your contact center data - A framework for understanding call flows ripe for automation - Real-world examples of how data insights unlocked 40% call center savings through operational efficiency
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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.