The move to omni-channel contact centers—integrating voice, email, web chat, mobile apps, social engagement, and video—is making traditional voice-centric contact center metrics obsolete.
Analyze key performance indicators (KPIs) for successful contact center operations in an evolving and multi-channel customer experience landscape, with a focus on:
- The benefits of a comprehensive, integrated multi-channel platform vs. a multi-vendor, multi-platform approach
- The positive impact high quality multi-channel analytics can make such as: speech Analytics, text analytics and predictive analytics
- - The value of applying cross-channel big data to improve traditional KPIs, such as first contact resolution (FCR), net promoter score (NPS) and average wait and hold times
This presentation features Nemertes Research VP and service director, Irwan Lazar, and research analyst, Lisa Durant, and Genesys Director of Marketing, Sean Murphy, about the changing landscape of today’s contact centers, and how to thrive in the new omni-channel environments.
Watch the webinar OnDemand: http://go.genesys.com/716Webinar_2014_Q3_NA_W_LW_OptimizeWorkforce-Nemertes_Registration-Page.html?cid=701U0000000ViQF
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