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

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


Air Date: February 22, 2018
Time: 1:00 PM Eastern Time
Presenters:

Nick Stenberg , Amber Krueger , Sid Banerjee

Moderators: Erica Marois
Sponsor:
Clarabridge

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
VP of Shareholder Services, Ultimus Fund Solutions

Amber Krueger is the Vice President of Shareholder Services at Ultimus Fund Solutions, where she has been instrumental in driving quality improvement and employee engagement in the contact center since 2020. Before joining Ultimus, Amber spent 13 years at US Bancorp Fund Services, honing her skills as a contact center professional. She holds a bachelor’s degree in English and Theatre from the University of Wisconsin-Milwaukee, and an MBA in Finance from Lakeland University. Amber is passionate about operations management and enjoys working "on the business," relentlessly seeking ways to enhance quality and service through increased engagement.

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 Marois, Sr. Manager, Content and Community, ICMI
Erica Marois
,
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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