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Wednesday, September 17, 2014
12:00 PM EDT / 9:00 AM PDT
 
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 Accurately predicting individual agent performance and using that to optimize customer interactions and the customer experience can improve sales, retention, and customer satisfaction.

Join Transera and Kumaran Ponnambalam, Director of Data Science and Analytics, September 17th at 11:00 AM PST for a live webinar “Statistical Performance Analytics: Case Study for Agent Scoring.

What attendees will learn:
  • How different approaches to analyzing and optimizing customer interactions compare
    • Statistical Performance Analytics for agent scoring
    • Speech and text analytics for personality matching
    • Testing and subjective rankings for skill-based routing
    • Short term, long term and moving average conversion ratio scores
  • Best practices for Statistical Performance Analytics
  • How companies are benefitting from Statistical Performance Analytics

Who should attend:
Professionals and analysts in the customer service and contact center industry who want to learn:
  • Influencing factors that predict customer propensity and agent performance for sales, service and retention
  • Data requirements for predicting customer propensity and agent performance
  • Difference between descriptive and predictive analytics of contact center data
  • Requirements for Exploratory Data Analysis tools for customer engagement analytics

Presenters

Kumaran Ponnambalam
Director of Data Science and Analytics
Transera


Rich Guth
Senior Vice President, Marketing
Transera



Moderator

Stefania Viscusi
Editor
TMCnet