Spend an hour with our Chief Experience Officer, Adam Settle, and our Chief Data Scientist, Ric Kosiba looking at what our customers are doing to see AHT decrease and FCR increase, among other best practices. Then talk to other leaders to about what’s happening in the industry.
Join Adam Settle and Ric Kosiba in learning how to find cost savings (using math) and talk through the proper way to calculate benefit.
Nobody surveys customers like the contact center industry does. But do we really know their CX? In this session, look at ways to learn about your customers, what and why they contact us, and math to figure out what they’re experiencing.
How do we know whether our agents are performing well? Is our center network achieving our mission? Listen in as Ric Kosiba and Adam Settle chat through a series of important business questions to answer your hardest questions.