The Virtual Summit

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Capturing Customer Interaction Insights Without Channel Boundaries

Tuesday Mar 16, 2:00 PM – 3:00 PM EDT — Sign Up For Events

Defining the body of experiences your customers have with your company across all interaction channels can prove highly beneficial in facilitating the overall improvement of your market offerings and customer outcomes.

 Omni-Channel Customer journey mapping highlights the many points of contact a customer encounters with your business as they work their way towards a specific outcome or goal. In addition to specifying such touchpoints, a customer journey map should also connect the dots between them by deducing the customer’s actual thoughts and feelings as they progress from first contacting your company to completely resolving their problem or meeting their goal.

 Join Brian LaRoche, Director Outreach Marketing for CallMiner as he provides an overview of how omni-channel text and audio interactions analysis can map customer touchpoints across channels to be charted against a variety of dimensions such as customer experience or agent quality as contributors for root-cause analysis.

 In this presentation you will learn:

  • How to extract insights from unstructured data across these channels
  • How to evaluate agents’ performance across channels
  • How to gain a holistic view of the customer experience across channels
  • How emoji and unicode character usage has created a new dimension in text conversations

  • Presenter:

    Brian LaRoche, Director of Outreach Marketing, CallMiner

    CallMiner.Brian LaRoche Brian LaRoche, Director of Outreach Marketing, CallMiner

    Brian is responsible for direct and channel outbound marketing programs for CallMiner. In addition to his marketing responsibilities he is the host and moderator of CallMiner’s popular Monthly Education Webinar series. LaRoche, a call center industry veteran, is a frequent guest speaker, panelist and guest columnist on a number of technical, collections, sales, customer service and leadership topics related to the analytics field.

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