How to Use Business Intelligence and Analytics for Contact Centers

Webinar from TCN on call blocking and call labeling.
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Do you want to learn how to increase the inbound productivity of your contact center? Or how to design your service level agreements to optimize staffing levels? Or are you more concerned with the overall agent performance levels? No matter what your concern, this webinar will provide the answers.

Business Intelligence (BI) is now the secret weapon for contact centers around the world. But many still struggle with how to use and interpret the data to transform their operations. This webinar will eliminate the guesswork.

Learn how to save time and money by using BI in your contact center:

  • Eliminate spreadsheets and data entry errors
  • Measure agent productivity 
  • Improve center performance

TCN's Dave Bethers, VP of Business Intelligence, will be demonstrating TCN's BI tools and explaining how to use them successfully. He'll also share best practices in interpreting reports and general call center data (including inbound, outbound and agent responses on the fly).

In addition: Case Study – Advance Financial

Steve Larsen, QA Supervisor, will share with you how he is using real-time reporting to generate improved performance, and much more.

Watch now to:

  • Learn how organizations are using BI to save money and time
  • Increase agent performance
  • Save resources by using the BI in the cloud

Presented by:

Adam Dummar, Client Support Manager 

Adam Dummar manages new client implementation, testing of system updates, ensuring client satisfaction, and oversees new employee orientation and training within the Customer Service & Support department. His background in legal services involved debt collections compliance and management of security processes for sensitive data collection. He routinely travels to client sites and assists with setup and training for new accounts as well as troubleshooting and presenting new features to existing clients. 

Bryce Payne, Vice President of Sales

As the Vice President of Sales, Bryce Payne spearheads all global sales efforts at TCN. With more than 15 years of experience in the telecommunications industry, Bryce has significantly contributed to the company's rapid growth by successfully building partnerships across multiple industries and acquiring new customers globally.

David Bethers, Vice President of Enterprise Sales

David Bethers quickly climbed the ranks within TCN, starting as the Client Development Manager and now holding the title of Vice President of Enterprise Sales. His path to success was fueled by his drive to maximize efficiency, profitability, and growth and he did so with a focus on people, results-oriented needs assessment, and implementation management.