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Generating & Accelerating ROI with Interaction Analytics

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Date/Time
Date(s) - 20/06/2018
2:00 pm - 3:00 pm

Categories


Live Webinar: Generating and Accelerating ROI with Interaction Analytics and Consulting Services

Automated interaction analytics are converting call centres from cost centres to revenue and profit generators. Ember Services and CallMiner invite you to an educational webinar on how through analytics you can unlock the value buried in your customer interactions and will also highlight customer examples of success.

This webinar is designed to help you understand where analytics, both speech and chat, can deliver quick wins in the call centre, driving efficiency and agent performance, as well as sustained value across your business.

In this webinar you will learn how to:

Deliver a quick ROI from interaction analytics
Improve agent performance to impact operational efficiency
Reduce business risk
Improve compliance and quality monitoring
Increase sales effectiveness, customer retention and new business sales
Transform the customer experience

There will be opportunities for participant and speaker interaction with the audience. Panellists for the webinar will be:

Luke Cuthbertson
Senior Consultant – Managed Analytics

Luke has worked within the contact centre industry for 8 years with the majority of his time focussed on utilising data to improve performance. From early in his career Luke was involved in the analysis and practical application of unstructured data (speech & text), starting as an analyst and moving on to lead multi-discipline teams. Throughout, his focus has been on the use of data to inform actions, not simply being there to produce a report.

Through roles with both Verint & Capita, Luke has worked with a number of industry-leading names such as; Samsung, John Lewis, HSBC, PwC, BT and Volkswagen Group where he implemented data lead improvements in customer experience, contact centre performance and cost savings.

Frank Sherlock
General Manager – Callminer in EMEA

Frank has spent his entire career in telecommunications software, with the last 10 years being focussed on Cloud based Contact Centre applications. Frank has enjoyed a number of senior operational, sales marketing and business management roles in this time. He has been with Callminer for two years, prior to this Frank worked at Genesys, SoundBite, Convergys and Marconi. Frank holds a HND in Telecommunications Engineering and a Master’s Degree in Business Administration (MBA).

To register for the webinar Click Here