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Leveraging Untapped Data From Your Contact Center

Discover how untapped data from your contact center can reveal critical business insights, turning the contact center into a value center

70% of CX measurement programs don’t go beyond surveys to measure CX.

-Forrester

Meanwhile, in the contact center, 100% of customer conversations are recorded, but only 1% are reviewed. This untouched, untapped data is a treasure trove of direct customer insights that can close a significant gap in insights-driven business capabilities. Join guest speaker and Forrester Principal Analyst Max Ball as he discusses best practices for today’s modern CX programs and practical ways to leverage multiple voice of the customer data sources to turn the contact center from a cost center to a value center.

Max will present his latest research into the contact center industry and examine how the wealth of untapped data in the contact center can be used to enhance CX programs and to provide valuable insight into the full customer experience.

We will also be joined by leading practitioners from Pfizer, Genesys, and emite who will provide real-world insights into the ways CX data is being used to identify and analyze business trends that have a significant impact on business decisions and the bottom line.

Attendees will also learn:

How to shift from reliance on survey data to leveraging unstructured voice, text and behavioral data sources
The potential and limitations of unstructured, untapped data from the contact center
How to partner with the contact center and data owners to access the data that is stored and ignored in the contact center today
How to turn the contact center from a cost center to a value center
The work required to translate customer-identified symptoms to underlying issues that impact CX