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Creating a Single Hub for the Multi-Channel Interactions in Your Contact Center
Aug. 07, 2012
Time: 1:00 ET
This Event has ended but the recording will be available shortly.
Presented By: Paul Stockford, President and Chief Analyst, Saddletree Research and Larry Skowronek, Vice President, Product Management, Nexidia.
Your customers are contacting you more than ever before. And in more ways than ever before. They still prefer to pick up the phone, but now also utilize chat, email and social media. This provides a surplus of information about customer needs and desires, but tapping into these multiple types of unstructured interactions can be difficult.
Not anymore. Discover multi-channel analytics.
Multi-channel analytics provides an all-inclusive view of what is taking place in your contact center. New text and media mining capabilities distill your raw, multi-channel interactions into the information you need to transform your business. Now email, chat, surveys, social media and voice are channels available for analysis and discovery of intelligence that you can use to improve business processes and agent performance.
Paul Stockford, President of Saddletree Research, explains the growing demand for multi-channel interactions. The latest research shows that, on the ranking of the top five technology solutions that will be evaluated by end-users for purchase in 2012, speech analytics ranked number one. And the industry continues to embrace text analytics, which is among the fastest growing adoption in technology solutions. Paul demonstrates how forming a hub of interactions across all channels, including social media, redefines the contact center analytics process, creating a holistic customer service center.
In this webinar you will learn:
- The value in analyzing multiple channels, including social media and twitter
- How customers are specifically using text analytics to augment more traditional speech analytics applications to provide a holistic view of the contact center
- The benefits of using a hosted vs. an on-premise solution
Larry Skowronek, Vice President, Product Management, Nexidia. Larry has nearly two decades of experience in product management, quality assurance, and consulting organizations within the contact center industry, including TCS Management Group/Aspect Communications, Informiam/Genesys, and LiveOps. He has focused his career on helping contact centers contribute directly to a company’s corporate objectives.
Paul Stockford is President and Chief Analyst at Saddletree Research, which provides communications industry research, including analysis of market trends, technologies, and companies in the Contact Center industry. An analyst for the past 19 years, Paul has also conducted research and analysis at Cahners In-Stat, Vanguard and Gartner-Dataquest. He has authored numerous articles on contact centers and related technologies for several industry journals in the U.S. and abroad, and is a frequent speaker at major industry conferences. He is also an active member of the advisory board of the National Association of Call Centers (NACC).