Wednesday, May 26, 2021
2:00 - 3:00 PM ETWhere
"Hi All- I run a benefit administration outsourcing service center assisting clients with their healthcare questions. I'm trying to define a repeat caller measurement based on number of contacts during a specific window of time. I was curious what others have utilized and have found successful in measuring this metric in order to drive improvements across people, process, and technology towers. Thank you :)"
A CXPA member posed a question recently (see above) to her peers in the daily CXPA Open Forum Digest that is a common challenge for organizations with frontline contact center operations. “Why are customers calling?” The answer or more accurately answers to that question and the number of different channels can have a profound effect on operational efficiency, effectiveness and of course customer experience.
Join CallMiner’s Jason McKay, Product Manager and Brian LaRoche, Marketing Director as they overview how organizations can leverage CX Insight Technologies and best practices to identify “in the moment” and trending contact drivers and confidently measure and share results of those learnings within and beyond the contact center to dramatically improve customer journey experience and business outcomes.Brian LaRoche
Brian LaRoche is Director of Event & Field Marketing for CallMiner and is responsible for the promotion of his organization’s Omni-Channel interaction analytics technology and services platform through the planning and production of physical and virtual events, webinars and podcasts. Mr. LaRoche has a long-standing comprehension of Call Center operations as in the course of his career he not only designed and marketed the full gamut of call center technologies, he ran a multi-site sales, customer service and lead development Call Center operation. A member of CCW’s Advisory Board, LaRoche is also the host and moderator of CallMiner’s popular Education Webinar series and is a frequent blogger, podcaster, guest speaker and author on speech analytics, technical, collections, sales, customer experience and leadership topics. Jason McKay
Jason has been part of interaction analytics through CallMiner for over a decade, both as a customer on the front lines and as a member of the CallMiner team. As a Product Manager Jason is responsible for making sure that our customers are driving value from our platform, from the out of the box solution content (such as categories, alerts, scores, and Visualize dashboards) to agent performance and quality management workflows through Coach. In addition, Jason has an extensive background in omnichannel analytics, previously as a Business Analyst for CallMiner and in his time as a customer, utilizing Eureka to uncover insights around Customer Experience, Agent Quality, First Call Resolution, Call Avoidance, Sales Efficiency, Handle Time Reduction, and many other topics. Jason is also a certified Six Sigma Black Belt.