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

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!

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.

Erica Strother headshot
Erica Marois
Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. Erica manages ICMI's robust network of community contributors - 500 strong! She also hosts ICMI's weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

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