Tech Tank - Analytics and Quality Assurance

Created by andrewmishalove on Aug 25, 2016

Thursday, September 22, 2016 at

Starts at 2:00 PM · Ends at 3:00 PM, EDT (America/New_York)

  • andrewmishalove
  • charlesfelsberg

Presented by Aspect, inContact, CallMiner



About the Webcast

Today’s contact centers are facing increased competition in the market place. Two key components of keeping your customers happy is knowing what they’re thinking and anticipating their needs. Contact center analytics can do all of this and more.  There are several ways of measuring and tracking the quality of contact center interactions between your customers and agents.


Join us to learn how contact center analytics can do all of this and more:

  • Affordable Solution. As software continues to evolve at a rapid pace it is not uncommon to find that the capabilities and the associated price tag for some of the software in the market place today has prevented organizations from adopting these new solutions. Speech Analytics is a prime example of this dynamics today.  Aspect will present EQ Speech Analytics – the perfect balance of functionality and price. The audience will be able to see how an embedded affordable Speech Analytics solution can drive a targeted quality approach and enhance the search capability of Recording and Quality.
  • True Voice of the Customer. In today’s market every business is looking for a differentiator to separate themselves from the competition.  With social media, customers now have a louder voice than ever. inContact will demonstrate that, with the power of speech analytics, you have the ability to capture the true voice of the customer, on every call.
  • Automating Agent Performance For Better CX. Agents are so critically important to our business – top performers can increase sales, decrease operational costs, reduce risk, and most importantly, drive resolution to deliver a positive customer experience. CallMiner will give a preview of how analytics can be used to automate scoring of 100% of your customer interactions, deliver feedback directly to agents and supervisors, and analyze the customer journey.


About the Presenters

incontact.nickS.jpgNick Sianis, Contact Center Consultant, inContact

Nick is a Call Center industry veteran with more than 13 years of experience. He has served a multitude of roles in a call center industry from Reporting analyst, Supervisor of Retention, Manager of Speech Analytics, to Customer Experience manager. He currently trains and educates new customers on the inContact speech analytics software.


aspect.magdi.jpgMagdi Khalil, Quality and Analytics Product Evangelist, Aspect Software

Magdi is a 14-year veteran in the WFO. Having been on both the customer and the software provider side, Magdi brings a unique perspective that blends creativity with practicality. He focuses on applying a holistic approach on the value of these advanced applications in the contact center and back office.


CallMiner.scott-kenrick.jpgScott Kendrick, VP Marketing, CallMiner

Scott has more than 15 years of experience leading teams and managing the product lifecycle for consumer, small business and enterprise software applications and platforms. He has a successful track record in managing both new and mature product lines through the entire product life cycle from idea to launch with a keen focus on building market driven products. Scott has held director level positions for the majority of his career including Sr. Director of Global Product Management at MIVA; and Director of Product Management and Marketing for the New Ventures division at Corel Corporation.