Join us for our Strengthened Resilience in the Contact Center: A Tactical Guide to the Future to better understand the post-pandemic, in-office and remote workforce. As the world navigates the new normal, register to attend for an in-depth look at the priorities you should focus on to remain resilient. Our product and customer care teams have prepared a series of topic-driven webinars to enable and manage your operational efficiency.

Using Analytics-Driven Solutions in the “New Normal”

Tuesday, June 15,2021
12:00 PM EDT / 9:00 AM PDT

Analytics have played a key role in helping enterprise businesses drive continuous process improvement throughout entire organizations. Companies are using insights from customer interactions to reveal sales, marketing, and operational improvement opportunities that touch every corner of the organization. Contact centers are no exception. Many companies want the ability to have a better understanding of what's happening on the agent and customer side of any given interaction.

WFO capabilities and applications are an enormous help to contact center supervisors and their agents as key performance metrics are updated in real time and provide coachable, actionable insights. Automated processes such as QA/speech analytics, interaction analytics, engagement analytics, and performance analytics are a must-have.