Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Andrew Kortina, Co-Founder and Co-CEO at Fin Analytics, a comprehensive measurement platform for operations work.

CX operations “results metrics” (things like CSAT, NPS, handle time, close rate) are a good indicator of what’s happening, but not necessarily why. Join Chad and Andrew as they discuss better ways to manage contact center operations and improve productivity using rich insights from work-derived data. Specific topics explored on the podcast include:

• Using process analytics to identify and overcome roadblocks to greater program success
• Driving efficiencies by measuring agent actions at a granular level
• Transforming raw data into sensible, actionable insights that fuel change
• The impact of COVID-19, and a now remote workforce, on workflow and work process

Andrew is Co-Founder and Co-CEO of Fin Analytics, a comprehensive measurement platform that provides operations leaders with “full funnel” insights into the work of their team. Features like live insights and video playback help operations managers quickly spot process improvement opportunities, decrease variance, and optimize workforce resources.

For more information about Fin Analytics, visit: https://www.fin.com/. If you’d like to connect with Andrew directly, you can do so via email at kortina@finxpc.com.

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Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Brian Morin, Chief Marketing Officer at SmartAction, an industry leader in developing and deploying purpose-built, AI-powered virtual agents for customer service.

In this episode, Chad and Brian discuss the impact of the COVID-19 pandemic on self-service trends, as well as other topics including:

• The COVID-19 impacts on consumer behavior
• The current state of the human-to-AI interaction landscape
• The biggest self-service demands that have emerged
• Development cycle differences between chatbots and AI-powered voice solutions
• How the business drivers for AI adoption have evolved beyond just a good CX and ROI
  
  https://www.smartaction.ai

Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify or watch the video podcast on Youtube.

Chad welcomes Jyllene Miller to discuss how Concentrix, a company that specializes in customer engagement and business performance, has helped bridge the technological gaps that so many companies have suddenly faced amidst COVID-19.

https://www.concentrix.com/ 

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