Quality Management Powered by Omnichannel Analytics: Better Together

Presented By: Brandon Purcell, Senior Analyst, Serving Customer Insights Professionals, Forrester Research, Abby Monaco, Senior Product Marketing Manager, NICE Nexidia, and Lauren Maschio, Product Marketing Manager, NICE

As businesses are expanding to an increased amount of interaction channels, today’s connected customer is generating an unprecedented amount of customer data.

The challenge of growing streams of data is great, and the potential benefits are even better. It is becoming ever more important to make each and every interaction channel and the agents handling them as effective as possible.

In this webinar we will look at the benefits of operationalizing customer and agent analytics with a worthwhile quality program in order to get the most of your analytics discussing:

How businesses are losing reach with voice-only quality programs
Techniques of embarking an analytics program that is truly omnichannel
Real life use cases where quality and analytics have come together to create a powerful organizational improvement

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