It’s never been more important for a business to get closer to their customers, understand their needs, and deliver outstanding customer experiences (CX). Buyers expect organizations to put the customer at the center of everything they do.
But nowhere else in the business collects unfiltered voice-of-the-customer (VoC) insights like a contact center. This insight can be used to drive decisions being made across the enterprise - from Marketing, Product, Sales and HR to the C-suite.
CX and Marketing Evangelist, Katie Martell, and Calabrio’s Manager of BI Initiatives, Mary Moilanen, look at how the contact centers VoC insights can be applied in strategic, immediate ways across other teams and departments.
Watch the webinar on-demand and learn:
• How to close the gap between the Contact Center and the rest of the business
• Ideas to elevate the Contact Center to a strategic partner
• 9 actionable (and maybe surprising!) ways other teams can put VoC insights to use
• About Calabrio’s new, out-the-box Enterprise Customer Experience Intelligence dashboards
From custom reporting to data visualization, Mary’s work as a Business Intelligence Consultant helps call centers transform data into actionable insights. She takes pride in creating solutions that enable people to quickly and easily find value in their data, regardless of their level of analytical expertise. Mary enjoys working at the intersection of business and technical users and finding ways to satisfy the needs of both audiences.
Named “one of the most interesting people in B2B marketing" and a top marketing voice on LinkedIn 3X, Katie has been a startup CMO, SaaS entrepreneur, communications consultant and startup “Director of Buzz.” She served as Executive Director of Boston Content, New England’s largest community of content professionals. With a distinct opinion and independent perspective, Katie is a frequent speaker and emcee at conferences in the US and internationally. She bats cleanup and plays third base on her modified softball team.