Enterprise IT / Featured Tech / Sales & Marketing

Smart Desktops Enhance Agent and Customer Experiences

Richard Snow, VP & Research Director of Ventana Research, addresses the major challenges companies face in handling omnichannel customer interactions. Snow will share valuable insight and current industry trends on:

  • Best practices for improving the agent’s journey that directly impact the customer experience
  • The technology available to support the agent as customer interactions grow in complexity
  • Building a case of improving contact center applications when the philosophy is “don’t fix what’s not broken”

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Enterprise IT / Featured Tech / Sales & Marketing

Ebook Download: Amplifying Your Web Analytics with Voice of the Customer Studies

Web analytics tools are designed for viewing, measuring, and analyzing “what” is happening on a site. Getting insights into the “what” information on a site is a helpful and necessary first step, but without the “why is this happening?” information you lack the key element for making improvements on your digital properties. By combining web analytics with Voice of Customer (VoC) studies, you can fill in the gaps and improve the overall customer experience.

How to combine user feedback with your web analysis & improve the overall customer experience.

4 Key Concepts You’ll Take Away from this eBook:

  • An understanding of why web analytics alone aren’t enough
  • Detailed concepts involving web analytics segmentation and custom dimensions
  • A use case on integrating web analytics with VoC from the E-commerce industry (plus, examples of questions you’ll be able to answer about your business by combining web analytics with VoC)
  • How to tactically integrate VoC studies into your web analytics tool or platform

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