Customer Interactions – How to Maximize EVERY 'Moment of Truth' with your Customers

 Presented By: NICE Systems

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Presented By: Donna Fluss, President, DMG Consulting and Matt Storm, Director Innovation & Solutions, NICE Systems 

Date: July 14^th, 1:00 - 2:00 pm Eastern  

  

 

Enterprises across the globe and throughout all industries know the power of having visibility into customer interactions, transactions and experiences. Advances in technology, solutions and best practices are giving us great insights about our customers due to their ability to extract the meaning from customer conversations and transactions. Using a variety of new analytical applications – speech, interaction, Web, text, social and performance analytics – we can understand our customers’ needs, what they are doing , when they are doing it, and the channels in which they choose to communicate. The challenge for today’s enterprise is to take the insights, analyze them and act on them in the customer’s channel of choice in real time. Using the right analytics tools gives enterprise the information they need to optimize the outcome of each and every interaction, benefitting both customers and the business.

In this webinar you will:  

- Learn how to take advantage of cross-channel interaction analytics and real-time guidance to create a consistently outstanding customer experience.
- Understand how the ability to analyze and react in real time ensures that your organization maximizes every customer interaction.
- See real-life examples and lessons learned about how analytics applications provide enterprises with the information they need to have a measurably positive impact throughout the customer lifecycle.

Join Donna Fluss, President, DMG Consulting, as she draws on her extensive experience helping organizations build strategies that leverage analytics applications and best practices to optimize the customer journey.

Donna Fluss is the President of DMG Consulting LLC, a firm specializing in customer-focused business strategy, operations and technology services. Ms. Fluss is a recognized thought leader and innovator in CRM, contact center and real-time analytics. She is the author of The Real-Time Contact Center and many leading industry Reports, including the Contact Center Performance Management Market Report, the Speech Analytics Market Report and the Quality Management/Liability Recording Product and Market Report.

Matthew Storm is the Director of Innovation & Solutions for NICE Systems. Matthew has over 14 years of experience in the contact center industry and started in the contact center industry back in the 1990s while working for Dell Computer, where he implemented solutions for workforce management, recording, analytics, predictive dialers and CRM. Matthew regularly presents on numerous topics such as customer satisfaction, predicting churn, speech analytics, multi-channel communications and real-time guidance and has been featured in dozens of industry events in over 20 countries. He holds a degree from Oklahoma State University and an MBA in HRM from St. Edward’s University.

via crmxchange.com