Contact centres spend significant resources evaluating agent effectiveness and customer sentiment, but don’t always know if they are capturing the right data, creating the right KPIs and sharing the available analytics to allow them to improve agent and customer metrics. Has your approach to analytics been re-evaluated to take advantage of today’s cloud and AI technology?
Join Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, LLC, and Rob Peterson, Head of CX Strategy at Talkdesk, as they pull back the curtain on the analytics “black box” and introduce a vision to measure technology as a leading indicator of exceptional CX and business outcomes.
Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics
Rob Peterson, Global Head, CX Strategy and Value Consulting at Talkdesk
Date: Wednesday, July 14, 10 a.m. PT | 1 p.m. ET | 6 p.m. BST
Can’t join us at 10 a.m. PT? Sign up for our session on July 15, 10 a.m. BST