Optimizing Customer Experience using Analytics & Virtual Call Agents

Presented by

Patrick Botz, VP Workforce Optimization, VPI

About this talk

Hear from Patrick Botz, VP of Workforce Optimization at VPI as he reviews highlights from his keynote presentation at the CCNG Optimize Event on Contact Center Quality and Performance Optimization Best Practices...including questions from the CCNG membership.

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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.