Learn how to understand what is happening during critical ‘moments of truth’ in the contact center – and radically impact the customer experience.
This free, 60-minute webinar will help contact centers understand that when you combine a complete customer engagement solution with cutting-edge audio technology, you open up your world to analytics you didn't even know existed. This integrated solution exposes data captured directly from the interaction between the headset and audio processor and the customer engagement software allowing more visibility into the performance of the contact center.
This webinar will conclude with an extensive Q&A during which presenters will be available to answer live audience questions.
What You'll Learn
- How to gain insight about the experience your customer service reps are providing.
- How to set alerts when interactions are being ignored.
- How to identify training gaps based on how often calls are put on hold.
Who Should Attend?
- Contact Center Manager
- Customer Service/Experience Managers
- Operations Managers
- Richard Kenny, Head of Contact Centre Marketing, Plantronics
Richard joined the Plantronics team in 2003 and is responsible for Contact Centre Marketing, leading a new global Contact Centre and Workflow Solutions team. This includes traditional contact centre solutions and their contextual applications, and emerging solutions based on WebRTC. Richard’s expertise is in creating a clear vision of how enterprise and consumer change will revolutionise the way companies interact with their customers.
- Michael Shrall, Sr. Director, Global Alliances, Interactive Intelligence
Michael Shrall has worked in the contact center industry for over 15 years with a majority of time at Interactive Intelligence. He is passionate about integrating the agent and customer experience across the numerous platforms used to handle customer engagement. Michael runs Global Alliances which partners with companies providing the most compelling and innovative customer engagement solutions to couple with Interactive Intelligence award winning platform.
Webinar attendees qualify for a chance to win a Plantronics DA80 USB Audio Processor PLUS an EncorePro headset, valued at over $200. The webinar will feature this product bundle, paired with Interactive’s CIC Client Plug In.