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How to Build a CX Dashboard that Drives Better Results


Air Date: March 20, 2019
Time: 2 pm ET
Presenters:

Lauren Volpe , Shorit Ghosh

Moderators: Erica Marois
Sponsor:
Clarabridge

Watch the webinar video below.


Let's talk CX Metrics: the right mix, dashboards, and leveraging the data.

According to 2018 ICMI Research, customer experience strategy is a top priority for contact center leaders this year. The challenge? Determining which KPIs to use to track success, and interpreting all the data already available to drive meaningful results.

Join us on March 20 as we walk you through the ins and outs of CX metrics, and help you discover new ways to understand even the most complex customer feedback. We’ll also show you how the contact center can deliver actionable insights that will fuel success across the rest of the business.

During this webinar, you will learn:

  • How to determine the right mix of CX metrics for your team
  • How to design dashboards that measure what matters most to customers and inspire agents to deliver
  • How to better leverage contact center data to drive operational excellence

 

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

Reserve your spot!


Presenters
Lauren Volpe, CCXP
Lauren Volpe
Senior Director of Customer Experience, Fareportal

As the Senior Director Customer Experience for Fareportal, Lauren developed the Customer Experience team from the ground up and implemented standard operating procedures for all customer service and CX teams. Recently recognized by the CXPA, Lauren received her Certified Customer Experience Professional (CCXP) designation. To say that she is customer-focused is an understatement. Lauren believes that for any company, the customer is the center of everything.  Prior to joining Fareportal, Lauren's experience includes leadership positions at Priceline.com and American Express. You can connect with her on Twitter: @laurenqvolpe or LinkedIn.

Shorit Ghosh
Shorit Ghosh
VP, North America Services, Clarabridge

Shorit is VP of North America Services at Clarabridge. He manages a team of consulting managers, business consultants and technical architects to help his customers improve their own customer experience, increase revenue and reduce cost and churn.



Moderators
Erica Strother headshot
Erica Marois
Content Marketing Specialist, 8x8
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.

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Topics: Best Practices, Strategy, Maturity