Driving Value with Applied Analytics: The Customer Genome Project
Live Webinar: Friday, July 26, 2013
TIME: 11:00 AM PST/ 2:00 PM ET
Your contact center interacts with thousands—if not millions—of customers every day. What happens once these calls, chats and social conversations come to an end? Hidden within these millions of interactions is a wealth of customer insights. From who they are, to how they behave, to what they really want, you have a map of the “customer genome” at your disposal. But how do you harvest and analyze this information? And, most importantly, how do you use it to drive customer service operations that are not only efficient but effective in satisfying customers and improving the bottom line?
This session will provide the tools you need to access, decode and leverage customer DNA as you work to create the best possible customer experience.
What Attendees will learn:
Who should attend:
- What is Big Data and how it will revolutionize contact centers
- Why contact center leaders have the opportunity to be Big Data heroes
- 3 key steps to take advantage of Big Data in the contact center
- Frontline contact managers looking to provide deeper insights into customer interactions
- Customer experience experts who believe contact centers have as much impact on the brand as advertising
Vice President, Analytics
General Manager, QeyMetrics
Bryce Engelbrecht is a veteran technologist and software executive who joined the iQor team in February, 2012. As head of iQor’s Intelligent Enablers business unit, he leads a team of technologists and data scientists who combine applied systems thinking, operations research, and the latest commercial technologies to synthesize product solutions for iQor, its clients, and the performance analytics/business intelligence marketplace. Bryce’s executive leadership experience spans several technology companies (including one IPO) where he managed product management, product development, IT infrastructure, client services, and more generally, translated cutting–edge ideas into commercial solutions for industries including Banking, Insurance, Telco, Manufacturing, Nuclear Power Generation, Media, Retail , and Advertising. Bryce graduated cum laude from the California Institute of Technology with a B.S. in Mechanical Engineering.
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.