|
Improve The Customer Journey - Analytics Is Key
Wednesday, October 19, 2016
2:00pm ET/ 11:00am PT
|
|
|
|
With customer journey analytics, companies have enabled their contact centers to drive double-digit improvements in customer retention and increase sales conversions by 10% or more.
Register for this webinar and hear renowned Industry Analyst Sheila McGee-Smith and Arnab Mishra, Vice President, BroadSoft CC-One, discuss how predictive analytics can take customer journeys to the next level.
In this 60-minute webinar you will learn:
- The emerging importance of Analytics for optimizing omni-channel customer journeys
- How the data locked in your contact center systems can improve customer care
- The impact of IoT (Internet of Things) on the contact center
- How analytics can improve sales processes, customer retention rates, first call resolutions, and conversion rates
Who Should Attend:
- Contact Center Executives, VPs, Directors, and Managers
- Customer Care Executives, VPs, Directors, and Managers
- Business Analysts
- Contact Center Service Providers
|
|
|
Sponsored by:
 
|
|
|
|
|
Speakers:
 |
Sheila McGee-Smith,
Founder and Principal Analyst, McGee-Smith Analytics
|
Sheila McGee-Smith, the founder and principal analyst at McGee-Smith Analytics, is a communications industry analyst and strategic consultant. Her areas of focus are the contact center and enterprise communications. She works on new product development, competitive assessment, market research, and sales strategy projects with both enterprises and solution providers.
 |
Arnab Mishra,
Vice President, BroadSoft CC-One
|
With almost 20 years in leadership roles, Arnab brings extensive product management, business development, and customer management experience to BroadSoft. In his current position, Arnab has responsibility for the product management, marketing, engineering, customer success, cloud service delivery and alliances functions for the BroadSoft Contact Center business unit. Prior to joining Broadsoft, Arnab was President and Chief Operating Officer at Transera. Prior to joining Transera, Arnab held product leadership positions at Alcatel (Genesys Telecommunications business unit), where he led the team responsible for the definition and positioning of Genesys' core customer experience platform offerings. In addition, Arnab spearheaded the launch of the Genesys Voice Platform and was instrumental in making the product the leading, next-generation, voice self-service platform globally.
Moderator:
 |
Stefania Viscusi,
Editor,
TMCnet
|
Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor's degree in English and a Bachelor's degree in Communications. Stefania has had four of her poems published by "Breakwater" (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.
|
|
