As an industry, we have gotten very good at using our contact-center technology and associated metrics to minimize cost and maximize operational efficiency, but what if this is the wrong approach to growing the business? What if focusing on efficiencies means that the organization is squandering its best asset—its existing customers—or failing to convert its best prospects?
What you'll learn
View this webinar, presented by Transera's VP products, Arnab Mishra to learn how to elevate performance measurement focus. It discusses how to stitch together existing metrics such as system events, transactions and interactions, into the higher-level concepts of customer engagement, experience and journey. From this perspective you can know what your customer goes through to make a purchase, get an upgrade, or resolve a support issue. By seeing the number and type of steps they have to go through, you can begin to streamline the experience and improve the customer journey.
About the Speaker
Arnab Mishra is the VP products and solutions at Transera. With over a decade in senior product leadership roles, Arnab has responsibility for the company’s product management, product marketing, program management, and strategic alliances functions. Prior to joining Transera, Arnab held senior product marketing positions at Alcatel (Genesys Telecommunications business unit), where he led the team responsible for the definition and positioning of Genesys’ core communications platform offerings. In addition, Arnab spearheaded the launch of the Genesys Voice Platform and was instrumental in making the product the leading, next-generation, voice self-service platform globally.