×

We'd like to learn a bit more about you before watching this webinar.

First Name
Last Name
Company
Job Title
Industry
# of Agents
Do you currently have speech analytics?
Opt-in for future communication?
Thank You!
Error - something went wrong!

Customer Journey-Based Interaction Analytics

Achieving optimal contact outcomes and an ideal experience for your customers takes alignment of your goals, technologies and processes into a well-choreographed and smoothly run operation. Yet how do you identify what is working right and what needs improvement that can positively impact the customer experience throughout the journey?

Join Mike Hull, Director, Business Analytics at Trade Global as he presents his team’s use of customer journey-based interaction analytics to: uncover and solve repeat call drivers; improve agent performance tracking and training; and trend and report on systematic product and process issues that impact customer experience and satisfaction.

Watchers to this informative webinar will learn how journey-based interaction analytics:

  • Maps customer experience and outcomes
  • Uncovers systematic, product and process issues in near real time
  • Automates agent scoring and performance feedback to improve agent performance

Download Slides

Previous Video
Roundtable on Quality Assurance and Analytics
Roundtable on Quality Assurance and Analytics

Hear from our roundtable of experts how to gain customer insights to more accurately measure, track and imp...

Next Article
NPS Scores and CX Scorecards: Is Your Survey Data Telling the Whole Story?
NPS Scores and CX Scorecards: Is Your Survey Data Telling the Whole Story?

Numbers don’t lie. Or do they? Net Promoter Scores (NPS) and similar measures are often touted as valuable...