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This webinar was originally broadcast on:
Wednesday, October 19, 2016 02:00 PM EDT / 11:00 AM PDT
 
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 With customer journey analytics, companies have enabled their contact centers to drive double-digit improvements in customer retention and increase sales conversions by 10% or more.

Register for this webinar and hear renowned Industry Analyst Sheila McGee-Smith and Arnab Mishra, Vice President, BroadSoft CC-One, discuss how predictive analytics can take customer journeys to the next level.

In this 60-minute webinar you will learn:
  • The emerging importance of Analytics for optimizing omni-channel customer journeys
  • How the data locked in your contact center systems can improve customer care
  • The impact of IoT (Internet of Things) on the contact center
  • How analytics can improve sales processes, customer retention rates, first call resolutions, and conversion rates

Who should attend:
  • Contact Center Executives, VPs, Directors, and Managers
  • Customer Care Executives, VPs, Directors, and Managers
  • Business Analysts
  • Contact Center Service Providers


Presenters

Sheila McGee-Smith
Founder and Principal Analyst
McGee-Smith Analytics


Arnab Mishra
Vice President
BroadSoft CC-One


Moderator

Stefania Viscusi
Editor
TMCnet