, Group Principal Analyst, ICMIAndrew Gilliam
, Associate Analyst, ICMIG Todd Gladden, CWPP
, SVP - US Operations, Planmen Consultancy
Contact centers are swimming in data, and while there are countless tools available for parsing and presenting that data, telling a story that builds and sustains long-term relationships is more art than science. In this panel discussion, Roy Atkinson, Andrew Gilliam, and Todd Gladden will discuss the key metrics that define today's increasingly channel-diverse contact centers, share advice and techniques for using data to craft compelling stories that keep stakeholders engaged, and answer your burning questions about metrics, analytics, and storytelling.