How to Make the Most of Your CX Metrics Using the Voice of the Customer
Empowering contact center excellence for 30 years!

How to Make the Most of Your CX Metrics Using the Voice of the Customer

Date Aired: February 22, 2018

Time: 1:00 PM Eastern Time

Presenters: Nick Stenberg, Amber Krueger, Sid Banerjee


Moderators: Erica Marois

Sponsor:

Watch the webinar video below.

Measure what really matters and use the data to identify actionable areas of improvement.

Dashboards, reports, KPIs, and metrics are all part of life in the contact center. The challenge: putting all that data in context to use it effectively. Does your team struggle to measure or improve the customer experience consistently? If so, you’re not alone. According to a 2017 ICMI survey, it’s one of the top ten challenges for contact center leaders.

Join us on February 22 as we help you identify ways to understand the most complex customer feedback in an organized and comprehensive manner. We’ll also show you how to use the power of text analytics to put your metrics in the right context, and how to deliver those valuable insights to key decision makers across your company.

In this webinar, you will learn:

  • How to use the data you already have to identify actionable areas for improvement
  • How to refine your dashboards and measure what really matters to customers
  • How to better analyze, measure, and correlate your customer data

Join us for an interactive and informative hour, complete with live audience Q&A.

Reserve your seat!



Presenters

Nick Stenberg

Mutual Funds Services Manager, US Bancorp Fund Services, LLC

As the Customer Experience and Workforce Optimization manager, Nick Stenberg oversees the quality assurance and workforce management functions of our contact center. He joined the contact center industry in 2011 and his passion is process improvement and employee development.

Amber Krueger

Operations Manager, AVP, US Bancorp Fund Services, LLC

Amber Krueger has worked in the contact center industry since 2007. She earned her MBA from Lakeland College in 2010 and has been managing since 2011. She enjoys looking at numbers and finding ways to foster improvement in all areas of the department.

Sid Banerjee

Founder and Vice Chairman, Clarabridge

Sid Banerjee is the Founder and Vice Chairman of Clarabridge. Sid provides executive leadership and strategic direction and is a well-known expert in customer experience, business intelligence, and text mining. Over his careers, Sid has amassed over 20 years of business intelligence leadership experience.

A founding employee of MicroStrategy, he held VP-level positions in both product marketing and worldwide services. During his tenure leading MicroStrategy’s worldwide services division, he grew the organization to 500+ employees supporting enterprise deployments of BI solutions. Before joining MicroStrategy, Sid held management positions at Ernst & Young and Sprint International.

Moderators
Erica Strother headshot

Erica Marois

Community Specialist, ICMI

Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.


ICMI/UBM Privacy Statement

Topics: Metrics, Customer Experience

QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
More Polls