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 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.


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

Founder, JM Robbins & Associates

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.

Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at

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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