Webinar: How to Score a Contact Center Intelligence Hat Trick | Calabrio

Webinar on Demand

How to Score a Contact Center Intelligence Hat Trick

Join Calabrio as we share three ways companies can score stronger ROI from customer intelligence data.

Contact centers today are inundated with multitudes of customer data. With these multiple, disparate data platforms, the case for using a streamlined customer intelligence hub is stronger than ever.

Business leaders can no longer sit on the bench and wait for data to be manually pulled, combined and standardized. They need to see the entire playing field quickly and clearly to make in-game adjustments.

Watch this webinar on demand to learn How to Score a Contact Center Intelligence Hat Trick. In this webinar we’ll cover:

  • How to body check data silos in your multichannel contact center
  • How to harness all ACD, IVR, WFO, WFM, CRM, ERP, etc. data – all without having to be an analytics pro
  • How to break away with your data to see the bigger picture, one which will lead you to score an in-depth view of the customer journey

You will walk away with a solid understanding of what Calabrio Advanced Reporting is and how it can help you better understand the customer journey, get ahead of issues, and flex to the changing needs of your customers.

About the Speakers

Richard McElroy, General Manager – Calabrio Canada & Innovation Center

Richard McElroy leads Calabrio’s Center of Excellence for Analytics based in Vancouver, BC Canada, as well as Calabrio’s Innovation Center. He brings over 20 years of high tech and Business Intelligence software industry experience. Richard joined Calabrio with the acquisition of Symmetrics Business Intelligence Solutions Inc. where he was a founder and President. While at Symmetrics, he played a leading role in spearheading the company’s significant revenue, customer base, channel and vendor partner growth along with setting and executing on the company’s overall product, sales and marketing strategies. As an experienced, hands-on senior leader, Richard is instrumental in evolving the development and marketing of Calabrio Advanced Reporting – a multi-tiered contact center Business Intelligence platform that delivers data integration, reporting, analytics and information management capabilities. In early 2018, Calabrio’s Innovation Center – tasked with ensuring customer success while innovating and incubating new ideas to better both customers and the company – was brought into his leadership portfolio.

Craig Todd, Product Owner, Reporting and Analytics, Calabrio

Craig Todd, Product Owner for Calabrio’s Vancouver-based Center of Excellence for Reporting and Analytics, is a veteran of the business intelligence software industry, most notably working with over 700 software partners as head of pre-sales for the OEM division of Crystal Reports. Prior to joining Calabrio, he was Vice President of Customer Success at Stytch, the cloud reporting platform for Symmetrics Business Intelligence, and Worldwide Director of Presales at 90 Degree Software, a report writing technology acquired by Microsoft to enhance SQL Server Reporting Services. In addition, Craig spent several years in the CRM community, as Director of Sales Engineering with GaleForce Solutions, working with financial services industry leaders using Microsoft CRM. Craig is a respected and invited speaker at many software industry events and holds several industry accreditations.

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