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3:10 PM - 3:55 PM BST  |  Wednesday 9

Interaction Analytics Awareness and Action

Steve Chirokas
Director Product & Channel Marketing at CallMiner

The New Contact Centre Agility

Customer satisfaction and loyalty is determined by how customers feel about interacting with an organization as well as how employees shape the brand experience. In this presentation CallMiner’s Director of Product Marketing Steve Chirokas will share primary research on caller value for to ease, effectiveness and emotional considerations within their interactions during the pandemic. Machine learning innovation for emotional insight and discovery of conversational behaviors will also discussed.