Duration: 45 Minutes
Most companies, especially Healthcare providers, are sitting on a wealth of customer feedback data in their Contact Centers including: agent notes, chat, email, surveys, and call recordings. Hear how Clarabridge CX Analytics is being used to bring all that data together and help Healthcare providers solve the challenge of managing and improving the member experience which continues to be a critical focus due to programs such as the Affordable Care Act (ACA) or the digital transformation movement. We will discuss and demonstrate how to use analytics to accomplish the below objectives while providing proven best practices and frameworks you can begin using now to drive measurable outcomes.
- Optimize Contact Center operations by identifying opportunities for FCR, call deflection, call reduction, reduction in average handle time, reduction in effort, and improved agent performance and quality
- Identify inefficiencies in other areas of the business such as product, marketing, sales, etc. that are impacting the customer along their end-to-end journey
- Empower your teams to make data-driven decisions and take action by delivering insights directly to them via dynamic operational dashboards
Founder and Vice Chairman, Clarabridge
Sid Banerjee is Founder and Vice Chairman of Clarabridge. Sid provides executive leadership and strategic direction and is a well-known expert in customer experience, business intelligence, and text mining. Over his careers, Sid has amassed over 20 years of business intelligence leadership experience. A founding employee of MicroStrategy, he held VP-level positions in both product marketing and worldwide services. During his tenure leading MicroStrategy’s worldwide services division, he grew the organization to 500+ employees supporting enterprise deployments of BI solutions. Before joining MicroStrategy, Sid held management positions at Ernst & Young and Sprint International.