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Your Moderator:
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Register Now
This webcast is available ON DEMAND
so you can listen now or later.
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Understanding Why:
Using Business Analytics to Enhance Performance Across Your Contact Center and Your Enterprise
Why are agents underperforming, why are customers dissatisfied, why are enterprise processes ineffective? This presentation will explain how going beyond traditional performance management and workforce optimization tools enables businesses to understand not only what is happening in their operations but to also identify the underlying causes. Understanding why enables managers to take action to improve workforce performance, enhance the effectiveness of up-sell and cross sell initiatives and reduce customer defection and churn.
What you will learn:
- Knowing “What” is happening in your contact center is necessary, but understanding “Why” it’s happening and “How” to take action is the key for impacting your business goals and KPI’s.
- Learn how you can get from WHAT to WHY and from WHY to HOW.
- Learn how using advanced voice and data mining solutions that focus on specific business issues can help you drive better decision making and performance throughout the enterprise.
About CRMAdvocate Live:
CRMAdvocate Live has become the most popular CRM webcast
program in the industry. And for good reason. CRMAdvocate Live was the first regular CRM webcast program and
almost 200 broadcasts have been produced.
CRMAdvocate Live steers clear of the vanilla "talking head" webcasts and provide an upbeat, interactive style that has been
compared to programming formats like "Larry King Live" and "Oprah." But make no mistake, we don't shy away from
the issues. Rather, CRMAdvocate's question-and-answer format challenges guest speakers with questions you want
asked.
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