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LIVE WEBINAR: Improving Customer Experience in an Increasingly Complex Contact Center Environment

November 16, 2017 @ 2:00 pm - 3:00 pm

Customers expect agents to solve their problems quickly, despite the fact that they’re working within an increasingly complex contact center environment, using multiple technologies to serve up the best customer experience, while having to find workarounds to broken business processes for a smooth customer interaction.

In this webinar, you’ll learn how speech analytics can be employed in your contact center environment and used to align your customers’ digital and human experiences. Plus we’ll share practical business cases where speech analytics has informed businesses and improved their processes – all while creating a positive impact on the customer experience.

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  1. Strategic drivers & tactical execution of CX and agent training programs.
  2. Creating efficiency in the contact center.
  3. Ease of interaction for customers and agents.
  4. Business cases of applying speech analytics and automated call scoring to improve processes and performance in the contact center.

Meet the experts

Kathleen Peterson
Founder and Chief Vision Officer of PowerHouse Consulting, Kathleen Peterson is also an acclaimed Call Center consultant and recognized industry visionary. Kathleen offers a refreshing and sometimes challenging philosophy to positioning the Call Center as the true lifeline of the enterprise – believing that vision, brand, leadership, and execution combine to deliver a powerful Customer Experience.



Cliff LaCoursiere
Cliff LaCoursiere has over 20 years of experience creating, building and growing markets for both existing and new product categories. As the vice president of CallFinder, Cliff leads the sales team, and directs the development and execution of the company’s product development and marketing strategy. Cliff has extensive knowledge in the speech analytics and SaaS industry, and co-founded CallMiner.


CallFinder® is cloud-based speech analytics technology that is powerful, affordable, and easy to use. We index and categorize 100% of your customer and agent interactions, transforming the unstructured, unleveraged data contained within conversations into actionable business intelligence so you can improve agent performance and positively impact the customer experience.



November 16, 2017
2:00 pm - 3:00 pm