How to Harness Big Data and Analytics to Drive a Superior Customer Experience from the Call Center

FREE LUNCHEON AND EXECUTIVE SEMINAR WITH INDUSTRY EXPERTS

Join USAN and featured speakers Martha Bennett, Business Analyst with Forrester Research, Inc., and Paul Liljenquist, CEO of Focus Services at Maggianos in Buckhead on October 10th at 12pm for a free lunch and informative presentation about how call centers can overcome compliance and technology obstacles to harness Big Data and Analytics that drive superior customer experiences.

Click here to register (registration is now closed – this event occurred in the past) – Watch the recorded presentation

A superior customer experience has become a major competitive differentiator for service providers. To achieve their customer experience goals, smart companies are combining historical and real-time data derived from web, social, mobile and call center channels to create a detailed customer profile. With more accurate information about a customer’s history, preferences and behaviors, call centers are making smarter and faster decisions about people, processes and technology while delivering better and more consistent customer service. However, hype, compliance requirements and technical challenges present obstacles that must be overcome to achieve the desired customer experience infrastructure.

Why should you attend?

Attendees will learn:

  • How to distinguish Big Data hype from reality
  • How real-time and historical data can empower call centers to deliver a better customer experience
  • How real-world examples of multichannel data and analytics have improved call center operations and customer experiences
  • How a customer engagement platform can facilitate Big Data and a more agile customer experience infrastructure
  • Customer Experience professionals charged with improving the customer experience
  • Contact Center Managers interested in improving SLAs, CSAT and NPS scores
  • Customer Service professionals tasked with reducing churn and maintaining customer loyalty

Who should attend?

  • Customer Experience professionals charged with improving the customer experience
  • Contact Center Managers interested in improving SLAs, CSAT and NPS scores
  • Customer Service professionals tasked with reducing churn and maintaining customer loyalty
  • IT and Operations executives concerned with the security, compliance and scalability of their customer engagement infrastructure

Click here to register. (registration is now closed – this event occurred in the past) – Watch the recorded presentation