Listento me! Using Big Data to Achieve New Channel Executive Support
Empowering contact center excellence for 30 years!

Listen to me! Using Big Data to Achieve New Channel Executive Support

Date: Available On-Demand

Time: Watch It Now

Presenters: Lauren Ziskie, Ian Hunter, Sarah Stealey Reed

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Are you ready to implement social, mobile, or other emerging channels in 2014 but wonder how to get executive buy-in? We will show you how to leverage your big data and analytics to make your case for emerging channel implementation.

It's well known that superior customer service is a competitive differentiator; furthermore, ICMI research shows that one of the key factors in a satisfactory experience for a customer is the ability to use their preferred channel of service.

Innovative companies are combining historical and real-time data derived from their traditional and emerging contact center channels to create a detailed customer profile. With more accurate information about a customer’s history, preferences and behaviors, call centers are making smarter and faster decisions about people, processes and technology while delivering better and more consistent customer service. However, hype, compliance requirements and technical challenges present obstacles that must be overcome to achieve the desired customer experience infrastructure.

How do you make sure you’re separating hype from reality? We’ll help you sort it all out. Join us as ICMI community expert Lauren Ziskie and  USAN expert Ian Hunter share best practices and tips.

During this webinar you will learn:

  1. How to distinguish Big Data hype from reality
  2. Real-world examples of how multichannel data and analytics have improved call center operations and customer experiences
  3. New tools and technologies that contact centers of all sizes and industries can implement to improve efficiency and performance.

This is a "can't miss" hour for contact center managers preparing for the year ahead.

Presenters

Lauren Ziskie

Customer Engagement Officer, Dialogue Marketing Inc.

Lauren Ziskie currently holds the role as Customer Engagement Officer at Dialogue Marketing Inc. As an early adaptor to social media, she has utilized her knowledge to help re-engineer business models and enhance the customer experience at her organization and other client partners.  In April 2012, Lauren was recognized by Crain’s Detroit Business as a member of the “Twenty in their 20′s,” a special list that highlights a select group of young professionals based in metro Detroit. Her business and community accomplishments have also been featured on WDIV Local 4 News Detroit, CRM Magazine, Multichannel Merchant, Call Center Times and other industry publications. 

Lauren graduated valedictorian from Walsh College where she received her MBA in Marketing and has decided to take her industry knowledge and leadership skills back to the classroom where she teaches Social Media Strategy for Business to undergraduate and graduate students.

Ian Hunter

Principal Architect, Emerging Channels, USAN

Ian Hunter is Principal Architect of Emerging Channels at USAN. A long-time veteran in the customer contact industry, Ian got his start at Melita International in 1996 and was once named Employee of the Year. Prior to joining USAN in 2012, Mr. Hunter served in a variety of consulting and professional services roles for a virtual who’s who of contact center technology companies including Genesys, Knowlagent, Inovis and Concerto Software (Melita).

Sarah Stealey Reed

Director of Content Marketing, Zendesk

Sarah Stealey Reed is Director of Content Marketing at Zendesk. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

She has held positions as the Senior Manager for the Workplace Services Call Center at Deloitte, and also as the Content Director for ICMI, where she was responsible for the editorial content and community strategy for icmi.com. She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through online webinars.

Sarah can be reached, followed, liked, or shared through:

Twitter: @stealeyreed

LinkedIn


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Topics: Technology, Customer Experience, Mobile, Self-Service, Strategy & Planning, Social Media