Mapping and Identifying Call Flow Efficiencies with Speech Analytics

November 6, 2019

Cris Kuehl Headshot

Cristopher Kuehl

VP, Client Insights & Analytics

10:35 AM  -  11:20 AM
Hemisphere Dancer

Better understand the gaps in individual call flows within your contact centers with the power of CallMiner Speech Analytics.

Cris Kuehl, VP, Analytics & Client Insights for Sitel Group, demonstrates how his team leverages CallMiner to better understand the breakdown of call types and the different paths taken within their contact center. With this improved understanding of the individual call flows, Cris’ organization has driven improvements in agent behaviors, enterprise processes and more productive outcomes for their clients’ customers.

Session Category :  Expert