How Process Analytics is Transforming the Future of CX and Operations Work

Customer Driven with Chad McDaniel

English - September 16, 2020 10:00 - 30 minutes - 35 MB - ★★★★★ - 4 ratings
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Previous Episode: The Current Landscape of AI-Powered CX

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 [email protected].

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