How to Use Business Intelligence and Analytics for Contact Centers

This FREE webinar was recorded on:
Thursday, February 18, 2016
12:00 PM - 01:00 PM EST
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How to Use Business Intelligence and Analytics for Contact Centers

Center for Business Intelligence


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 on creating a more effective center for business intelligence.

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).

Anyone attending the webinar will receive 20% off the first month of TCN’s Professional Business Intelligence reporting.

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.

Please register 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


Dave Bethers
Vice President of Business Intelligence
TCN, Inc.

Dave Bethers is the Vice President of Business Intelligence at TCN, Inc., provider of the industry-leading, cloud-based call center technology platform for enterprises, contact centers, BPOs and collection agencies. With more than 10 years of experience in the industry, Dave has been at the forefront of call center technology, spearheading strategic partnerships and assessing client initiatives worldwide. For more information about TCN, visit

Steve Larsen
Senior Dialer Manager and QA Supervisor
Advance Financial

Steve Larsen is the Senior Dialer Manager and QA Supervisor at Advance Financial. With more than 8 years of experience in the call center industry, Steve has extensive expertise in IT programming, operational intelligence, contact center reporting and metrics. These skills have translated to his current role overseeing all aspects of Advance Financial's call center operations, including campaigns and call lists, all through real-time reporting and adhering to all state and federal regulations.


Barbara Hodge
SSON Online Editor

Barbara Hodge is SSON's online editor and is responsible for ensuring the website reflects the very best in case studies, news, interviews and thought-leadership to answer all your needs. She has been with SSON for over 10 years.