12:45 PM WORKSHOP C: (working lunch) Interaction Analytics Simplified: How Omni-Channel Analytics Technology Works and Applies to the Contact Center Industry
While some market segment have been late adopters to interaction (Omni-Channel) analytics (formerly referred to as speech analytics), there has been a lot of recent interest in the applied use of this technology for contact centers to support of number of use cases. The opportunities to improve customer satisfaction, reduce operating costs, increase sales revenue and support regulatory compliance are very real. But how do you get there? This workshop will review the insights around implementing a Single or Omni-Channel analytics solution, including all the steps in the process. Participants will also learn about the areas where most clients DO in fact see ROI and what they do to achieve it.