Great insights help brands to strengthen their customer experience and adapt to the needs of their customers. Companies need the right tools to capture more data from conversations since these are a great way to gather insights.
 
At this webinar you will learn:
 - The 4 attributes of useful conversational insights
 - How to get the data for conversational insights
 - How AI can analyse conversations at scale

The vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty.  Today, improving the customer experience (CX) is top of the business agenda and the role of contact centres is transforming – with agents starring as brand guardians. Train agents, and treat them well so they become your greatest assets with the power to influence the overall perception of your organisation, enhance customer loyalty and boost profits.  

Join us for an interactive discussion as we explore the importance of brand guardianship. Pick up a few tips and techniques: 

- How do you build a culture of brand guardianship?
- What qualities make a good brand guardian?
- What can managers do to recruit and nurture their brand saviours?

Sharing the latest research from across the UK, US, DACH, and Nordics, Ed Creasey from Calabrio will look at how agent stress, omnichannel assumptions, and data silos are just some of the factors eroding the brand experience and what you can do today to change that.

BPA Quality share their Top 3 tips for improving your Quality Assurance programme.  Hear from BPA’s Pete Dunn & Martin Teasdale as they join The Forum’s Chris Rainsforth to discuss three critical ways that will deliver immeasurable improvement to your QA Process. This interactive session will give you new thinking and approaches that you can apply in your organisation today!