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October 14, 2016

Webinar - The Customer Journey: The Right Analytics Make the Trip Worth it

Can your business take customers to the next level? That’s the goal at least for so many businesses wanting to win in today’s competitive landscape. How do you not only keep customers happy and satisfied, but take their journey with you to the next level to ensure they stick around and maybe even become an ambassador for you?

Thanks to advancements in analytics, today that is possible. Contact centers are using customer journey analytics to help them understand how to optimize Omnichannel experiences and drive conversion rates.

Customer journey analytics help to uncover areas where opportunities for improvement exist. Whether it means better training, offering additional contact channels, or a broken process that needs to be more efficient.

An upcoming webinar, “Improve Your Customer’s Journey - Analytics Is the Key”  on Wed., Oct. 19 at 2 p.m. EDT, will detail the importance of analytics for optimizing omnichannel customer journeys and how  the data that’s locked in your contact center systems can actually be used to improve customer care. The conversation will also look at the impact of newer technologies like IoT in the contact center. 

And who better to also be present on this webinar talking with attendees about analytics than Sheila McGee-Smith, the founder and principal analyst of McGee-Smith Analytics. She will also be joined by Arnab Mishra, vice president, BroadSoft (News - Alert) CC-One.

BroadSoft offers a way to help contact centers improve agent efficiency and improve customer experiences with CC-One –a unified contact center solution complete with predictive analytics—driven routing that monitors operations and identifies opportunities for performance optimization.


Edited by Alicia Young