Replay and slides from Webinar: An Introduction to Multi-Channel Analytics

A replay and slides are available from our webinar on multi-channel analytics along with all of the Questions and Answers. Click here to view the replay

Multi-Channel Analytics (also known as Customer Interaction Analytics) allows organisations to analyse every phone call, chat, email and tweet. This can then be translated into a total picture of the ‘Voice of the Customer’.

This allows you to quickly discover the customer issues that are impacting your business, and provide in-depth analysis to find the best actions to take.

This can drive up quality and bring down cost.

Martin Hill-Wilson and Jonathan Wax will explain the central role that analytics plays in business transformations. They will demonstrate how it delivers the accurate insight to tackle everything from service failures to spotting latent customer needs.

Agenda

Top 5 uses for Contact Centre Analytics – Jonty Pearce, Editor, Call Centre Helper

Click here to view the slides

Introduction to Multi-Channel analytics – Jonathan Wax, VP EMEA, Nexidia

Click here to view the slides

Customer Interaction Analytics for Business Transformation – Martin Hill-Wilson, Director, BridgeHouse Consulting

Click here to view the slides

Multi-Channel Analytics Technology & Customer Examples – Jonathan Wax, VP EMEA, Nexidia (please see slides above)

Interactive Q&A

Contact Details

Topics to be covered:

How to develop strategies based on the true priorities of customers
Speech analytics
Where to start in implementing this technology
Why the real customer experience is often wildly different from the company’s perception
Through a live demonstration, how to build the momentum for effective business change

This webinar is provided by Call Centre Helper and is sponsored by Nexidia. Click here to view the replay