Evaluate and quantify your omnichannel data to understand what customers are saying about your business
Use analytics to set goals and actionable objectives within your contact center
The speaker, Todd Marthaler, is a 25 year veteran of the contact center field and a Contact Center Analytics Consultant with Calabrio. Before joining Calabrio, Todd was a consultant for two major contact center technology companies. Todd has managed several multi-channel and multi-site contact center operations with Fortune 500 companies in the retail, hospitality, utility and service verticals. Todd has a passion and focus to position the companies he services to deliver the ultimate customer expeirience. He has expertise in IVR and call flow deisgn, workforce management, workflow optimization, operations management, quality assurance, data analytics and voice-of-the-customer programs.