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The Beginner’s Guide to Analytics


Presented By: Calabrio

Live Date: February 20, 2020. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Mark Fagus, Contact Center Analytics Consultant, Calabrio

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About the Webcast

Join us to learn the basics of analytics and why it’s a trending topic in today’s intelligent contact centers. Mark Fagus, Contact Center Analytics Consultant, will tackle topics such as: 

  • The differences between speech, text and desktop analytics
  • Details on different Analytics technologies, such as LVCSR, Phonetics and STT
  • The top 10 Analytics business use cases 

After this session, you’ll understand how analytics  can improve your bottom line.

About the Presenters

Mark Fagus, Contact Center Analytics Consultant, Calabrio

With over 25 years in contact center leadership experience and 8 years of contact center software configuration, design and support, Mark Fagus is a whiz in the realm of quality management (QM), workforce management (WFM) and analytics within the contact center. His background includes management of global WFM/QM teams and the implementations of a quality management program in a 7,000 agent contact center. He is Six Sigma certified and resides in New Mexico.