Can data help assess customer vulnerability and affordability? Yes. Here’s why
Ahead of his session at the Online Collections Technology Think Tank 2.1 on September 16, Frank Sherlock shares his thoughts on using data to identify...
We are excited to host our first UK Customer Forum 25 September in London, bringing together our analyst community from our UK customers base. Besides enjoying the sights and sounds of London and spending time in the amiable company of the CallMiner Business Analysts team, what is it about this gathering that makes it so compelling and important? Meet other users and discuss successes, challenges, and future projects. Find out how users like you are conquering the challenges of customer experience, upsell and cross-sells, agent performance, and more. Seats are limited, so wanted to give you a few reasons why you should join us!
The degree of innovation and thought leadership many of our clients have put in place, enabling their CallMiner solutions to produce actionable insight and rapid ROI, is the bedrock of the work of the client’s analysts team. The forum offers the analyst community the chance to share some of the thoughts, successes and challenges with a like-minded community of people will be inspirational and will provoke and stimulate new thoughts, new ideas and further improvement.
Having visibility of what innovations are coming and how AI will help shape the role of the analyst in the future, with predictive analysis, automatic categorisation and other developments on the horizon. Armed with this insight the analyst community can define their role in this evolving landscape, maybe change the emphasis from a bias towards content building and tuning to one of providing analysis and recommendations, adding further value to the business.
I attended a summit this week attended by many contact centre professionals and had the opportunity to discuss with them the challenges that they face. Most of the people I spoke to were not using speech analytics however the challenges they face are precisely some of the things that we are or should be doing more to improve within our customer community. Customer Experience, Performance Management, the ability to have data that is tangible and actionable and the challenges around compliance and regulation were common themes. There is more we and the analyst’s community actively promote the power of analytics to help with these challenges
I will provide an update by way of a post event blog; however, we are excited and honoured that so many of our client’s analysts teams have agreed to spend time with us in London on 25th September and look forward to a thought provoking, informative and successful event
Not in London next week? Join us at LISTEN 2019, November 4-6 in Fort Lauderdale, Florida. See the agenda here.
Subscribe to our monthly e-newsletter to receive the latest on conversation analytics