Webinar on Demand

How to Use Analytics to Manage and Respond to Crisis

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Many of our customers are experiencing a significant increase in customer interactions, as well as new challenges associated with agents working remotely.

Recently, we hustled to develop a list of words and phrases customers can upload to their analytics solution to help them immediately identify trends in customer and agent interactions. We will continue to roll out these practical tools customers can use to understand what’s happening in their contact centers today.

If you're interested in learning more about how to use analytics to respond to and manage a crisis, listen to our hosting an open forum webinar with some of our top experts.

During this webinar, you'll learn:

  • Common categories of words and phrases can help you identify trends in your customer interactions
  • How contact center analytics can help you identify issues agents might be having that increase handle time
  • How to build a dashboard that will help you keep an eye on what's happening in your contact center. 

 

Dave Hoekstra
WFM EvangelistDave Hoekstra, WFM Expert at Calabrio

Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.

 

Rachel Auer
Product Marketing Manager

Rachel Auer is a Product Marketing Manager at Calabrio, with a focus on Calabrio’s Analytics and Business Intelligence solutions. Previously she supported Calabrio Workforce Management product for 4.5 years. In her role, she develops product messaging and places a large focus on enabling the organization with content and training. Rachel has prior experience in product marketing at an enterprise B2B cloud software company.


Doug Mancinelli
Strategic Principal Consultant

Doug Mancinelli has over 25 years of executive and operational experience managing business units and consulting at the enterprise level across all major verticals, including financial, Health Care, insurance and utilities to name a few.  He specializes in Customer Contact/Support Centers with an emphasis on Customer Analytics and WFO, helping companies improve the Customer Experience and enterprise performance globally.  Companies have not only leveraged Doug skills to improve sales and optimize operations, but also to develop and implement strategies to identify improvement opportunities that help transform companies into leaders in their market segments.  Sig Sigma certified, Doug has presented at many in industry conferences, including DMA, IQPC and the ATSI discussing business governance models, CRM and transforming into a true customer centric organization.