Go Forth and Share Your Data, Contact Centers

November 6, 2019

Kate Leggett

Kate Leggett

VP, Principal Analyst

10:35 AM  -  11:20 AM
Compass Rose South

Great customer experiences, delivered with a personal touch win over and retain your customers, and translate into increased revenue for your company. As your contact center agents field harder work, the stakes go up. Getting these customer interactions right has a larger impact on customer retention. Yet, how do you deliver upon customer experiences when insights about your customers, your employees and your brand are locked in your contact center?

It’s time to rethink how to use the trove of data that your contact center collects to better understand your customers, your brand perception and your agents. This speech will highlight the economic importance of delivering great customer experiences and how the nature of work is changing in the contact center. You will learn why you should collect insights about your brand, customers and employees and act on them to better align with customer expectations.

Session Category :  Executive