Enhancing Customer Experience, Engagement
and Retention through Data Analytics
September 13 - 14, 2022 | Free CX Network Online Event
Dave Hoekstra
Evangelist Calabrio
When it comes to Contact Centers, Dave has seen it all. Starting his journey in the 90's as an agent and continuing through every role a contact center has to offer, he found his way into a role that allows him the pleasure of sharing his knowledge and experience with other folks in the industry. And yes, he uses words like "folks". Being a father, grandfather, bassist, podcast host and photographer combined with 20+ years of experience in the contact center industry gives Dave a unique perspective of the challenges faced by today's modern CX organizations and he looks forward to each and every interaction.
Agenda - Day 2
11:00 AM Unlocking Contact Center Data for the Whole Organization Using Analytics and The Right Questions
Contact centers are continuously collecting and utilising customer data, but the uses for these insights should not stop at the source. Organizations have unlocked insights that marketing departments, sales departments, and leaders only dreamed of seeing in the past by using intelligent analytics tools. Learn how we can effectively utilise these insights across an organization to enhance CX, customer retention and engagement.
Dave Hoekstra joins us to discuss:
- How we can unlock those insights for other departments
- How Calabrio partners have used Analytics to impact the whole organization, not just the contact center
- Utilising Analytics to truly understand the VOC to impact profitability and CX scores
In Partnership With :
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