The 10 Dangers of Disconnected Data: Best Practices for Improved Contact Center Reporting
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The 10 Dangers of Disconnected Data: Best Practices for Improved Contact Center Reporting

Date: Available On-Demand

Time: Watch It Now

Presenters: Jon Levenhagen, Justin Robbins


Moderators: Erica Strother Marois

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Don’t let your disconnected data destroy your chances of thriving in today’s customer-centric world. Gain control of your contact center by discovering analytics, dashboards, and reports that pull everything together.

According to ICMI’s latest research, an overwhelming majority of contact center leaders find that providing a quality customer experience is growing increasingly complex.  Interactions happen in segments across a multitude of channels, systems aren’t effectively integrated together, and exponential amounts of data exist in uncoordinated places – making it difficult, if not seemingly impossible, to have a comprehensive view of the contact center.

This disconnected approach to managing data is frustrating for contact center leaders, disabling for frontline agents, and detrimental to the customer’s experience.  The contact center collects a wealth of critical insights, but the inability to pull it all together into a comprehensive story cripples them from effectively acting on any of it. It’s a losing combination that’s playing out in many organizations.

Don’t let your disconnected data destroy your chances of thriving in today’s customer-centric world.  Gain control of your contact center by discovering better leverage analytics, dashboards, and reports that pull everything you need to know in an easy to understand – and act on – format.

Attend this webinar to learn:

  • The hidden data dangers that are sucking time and money from your organization
  • Expert tips for identifying and implementing analytics and dashboard reports
  • Best practices for sourcing the most meaningful contact center metrics
  • Ideas for using data to tell a comprehensive story of your customer’s experiences


Join us for this interactive and informative hour—complete with research, best practices, and live Q&A.

Presenters

Jon Levenhagen

Customer Experience Manager, American Family Insurance

Jon Levenhagen is the Customer Experience Manager for American Family Insurance in Madison, WI. Jon has 10 years of experience in call center analytics, Omni-Channel customer analytics and Voice of the Customer program design in the insurance industry. His extensive background in helping design experiences through analytics, innovation and technology provides a unique background in today’s ever changing age of the customer. His current role as Customer Experience Manager is centered on modernizing American Family’s customer feedback programs to increase customer loyalty and embody our vision to be the most trusted and customer-driven insurance company committed to inspiring, protecting, and restoring dreams.

Justin Robbins

Content Director, HDI & ICMI

Justin Robbins is the Content Director at HDI & ICMI. He’s a customer service expert who’s coached thousands of individuals around the globe on contact center best practices. He’s a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News, Fox News and numerous other media outlets.

Moderators
Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Marois is the Community Strategist 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.


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Topics: Metrics, Multichannel Contact Center

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