View Amcat Webcast Now: "Leveraging Data to Enable Better Customer Interactions”

Presented by: Robin Goad, Lead Analyst, Contact Centers, Datamonitor
Sponsored by: Amcat 

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Today, organizations still need to achieve better efficiencies, increase productivity and control costs. But, can it all be done with happier employees and more satisfied customers? When contact centers automate a data process or get access to critical transaction data, they often lower call handling time, obtain instant productivity and efficiency gains that can lead to happier customers. This session will discuss the best methods for leveraging data in the call center that increase efficiency, improve first call resolution and achieve better customer care.

Robin Goad, Lead Analyst, Contact Centers, has been with Datamonitor for over six years and has worked on a number of large-scale research projects and reports, including: Managed and Hosted Contact Center Services; Global Contact Center Component Technologies to 2008; Call Center in EMEA to 2007; Call Center Outsourcing in EMEA; IP Call Center; and a number of call centre end-user surveys.

Robin has also worked on a number of consultancy projects - including networked and hosted call center, call centre outsourcing, call centre technology pricing, and IVR / speech recognition and enterprise application convergence. He has spoken widely on the topic of contact center, CRM and outsourcing at conferences in Europe, North America and Asia, and has contributed to numerous print and new media publications.

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Leveraging Data to Enable Better Customer Interactions