Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers by Mary Kane MS, RN-BC, Nathan Hart | Advanced Analytics, Big Data, Customer Experience, Healthcare
Harnessing the Power of Data to Improve First Contact Resolution by Molly Clark, Daniel Fenton | Advanced Analytics, Big Data, Customer Experience, Telecom and Technology Management
Improving Customer Experience by Empowering A Compassionate Workforce by Vickie Schutze | Contact Center Management, Customer Experience
Best Practices of Great Coaches by Vickie Schutze | Coaching and Training, Contact Center Management, Customer Experience, Leadership
“Digital First” and Transforming the Contact Center Associate’s Role by Deb Robbins | Contact Center Management, Customer Experience