What You Need to Know About Modern Multichannel Analytics

Modern analytics technology gives contact centers the ability to uncover customer insights in millions of calls, emails, texts, Tweets and chats—yet many organizations don’t have the staff they need to get the most value out of their analytics tools.

In this webinar, Brad Snedeker, Director of Innovation at Calabrio, will share the benefits that a managed analytics service can bring to your contact center and your business as a whole. Joining Brad will be guest speaker Ian Jacobs, Forrester Principal Analyst serving Application Development & Delivery professionals, who will share the findings from a May 2017 commissioned study conducted by Forrester Consulting on behalf of Calabrio—Maximize Customer Data With Analytics that reveals insights into how contact center decision makers can win, serve, and retain customers by leveraging the tools they already have in place to capture and utilize their customer data.

You will learn to:

• Take advantage of the tools already in place in your contact centers
• Use analytical insights from your contact center to benefit other areas of your business
• Drive internal alignment and collaboration and close the gap in operational performance using contact center analytics insights

BRAD SNEDEKER
Director of Innovation, Calabrio

IAN JACOBS
Principal Analyst, Forrester