Empowering Contact Center Agents through Better Analytics

More now than ever, contact centers are using performance and KPI results to motivate and channel agent behavior. Some examples include real-time analytics of customer interactions, improved customer data analytics, and agent performance analysis tools. Contact centers that deploy these statistics to agents can gain the competitive advantage that comes when agents understand how their activities impact the overall success of their teams and company.

Join No Jitter, Five9, and Nemertes Research to learn how next-gen agent analytics are tied to improving customer satisfaction and success, as well as reducing agent turnover.

Available:
Tue, Nov 20, 2018 11:00 AM PST / 02:00 PM EST
Duration:
1h 00min

In this webinar, you will learn:

  • What capabilities are enabling contact center agent engagement
  • How to deploy these capabilities to improve the experience for both the agent and the customer
  • What the success metrics are for improved analytics

Featured Speakers

  • Robin Gareiss
    Robin Gareiss
    President & Founder
    Nemertes Research

    For 25+ years, Robin Gareiss has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 2000, analyzing their technology strategies and more recently, their ability to serve as trusted advisors to the business. She has developed industry-leading, interactive cost models for some of the world's largest enterprises and vendors. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. She is a sought-after speaker at conferences and trade shows, presenting at events such as Nemertes Navigator360, IDG’s IT Roadmap, UBM’s Enterprise Connect, Enterprise 2.0, Interop, Mobile Business Expo, and CeBit. She also writes a blog for No Jitter.

  • Darryl Addington
    Darryl Addington
    Director of Product Marketing
    Five9

    Darryl is the Director of Product Marketing at Five9. Darryl has more than 22 years of experience in the contact center. Prior to Five9, Darryl worked at 8x8, Genesys, Intervoice, and Edify, in various roles including Solution Marketing, Product Marketing, Product Management, and Solution Engineering. Darryl specializes in vertical marketing, integrating data intelligently into service and sales environments, and learning about and solving the challenges enterprises face when building a differentiated customer experience.

  • Peter Milligan
    Peter Milligan
    Senior Product Marketing Manager
    Five9

    Peter Milligan is a Senior Product Marketing Manager for Five9. With more than 18 years of experience with contact center solutions, Peter is currently responsible for product marketing, go-to-market and field support activities for Five9’s Cloud Contact Center solution. Peter joined Five9 in 2018 from Cisco. At Cisco he was a Senior Manager, Collaboration Solutions Marketing. In this role he managed a team responsible for messaging and positioning for the overall collaboration portfolio, product launches, events, partner marketing and consultant relations. Prior to that he was responsible for product marketing for Cisco’s suite of contact center solutions. Peter has more than 28 years of marketing, product marketing and public relations experience in a variety of high tech categories including unified communications and contact center solutions, software applications, videoconferencing, PCs and printer technology. Peter has a Bachelor of Science degree in Business Communications from Southern New Hampshire University.

  • Eric Krapf
    Eric Krapf
    GM & Program Co-Chair, Enterprise Connect
    Publisher, No Jitter

    Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the enterprise communications industry. He has been Enterprise Connect’s Program Co-Chair for over a decade. He is also publisher of No Jitter, the Enterprise Connect community’s daily news and analysis website. Eric served as editor of No Jitter from its founding in 2007 until taking over as publisher in 2015. From 1996 to 2004, Eric was managing editor of Business Communications Review (BCR) magazine, and from 2004 to 2007, he was the magazine's editor. Before coming to BCR, he was managing editor and senior editor of America's Network magazine, covering the public telecommunications industry. Prior to working in high-tech journalism, he was a reporter and editor at newspapers in Connecticut and Texas.

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