Watch the Webinar
How to Use Actionable Contact Center Analytics to Improve CX
Duration: 45 Minutes
Often times companies fail to bridge the gap between the analytics derived from their contact center and improving their overall customer experience. Where do they start? How do they show real ROI and make corporate changes? Join this webinar with Jake Finch, Vice President, Insight & Intelligence and Jacques Abecassis, Social Media Community Manager, from SharkNinja as they discuss:
- How their contact center is organized to listen to their customer’s voice and improve customer service
- Their product life cycle story and how they have used their contact center to drive product efficiencies and improvements
- How to drive awareness and generate ROI for internal stakeholders
Vice President, Insights & Intelligence, SharkNinja
Jake Finch is the Senior Director of Global Consumer Excellence and Insight at SharkNinja. He ensures a 5-star experience via all consumer experience channels. He oversees the day to day operations of three call centers on three different continents handling over 1.5M global yearly contacts. He is also responsible for providing internal stakeholders with actionable VOC data from Clarabridge to improve in-market products, new product development, commercialization and service offerings.
Social Media Community Manager, SharkNinja
Jacques Abecassis has over 8 years of experience in Social Media. Prior to SharkNinja, he spent time at Lithium Technologies consulting clients on best practices and the use of community forum software for such as Best Buy, Virgin Atlantic, eBay, HP, and Skype. His recent collaborative work with SharkNinja and Clarabridge has included transitioning SMM tools, cross-country team transitioning, in-depth workflow and reporting automation, and crisis management.