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Conference Presentation

Analytics Guides Digital Support Optimization

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Providing user-convenient support is a clear differentiator for businesses today, however, digital channels often fail to deliver on expectations for both the company and their customers. Having implemented support through multiple digital channels, businesses must now turn attention to improving the performance of each, as well as optimizing through integration of self-service and agent-assisted support. Presenting this session, Bo Young and Nick Sellers, will share insights achieved through analysis across many sectors and use cases to provide a framework for establishing the future of online support Join us in EXPO Theater Bristlecone 2 to hear:

  • What analysis of online support programs reveals.
  • Understand what changes to conventional thinking are achieving.
  • See what the future of integrated digital support holds.


Presented By:

Nick Sellers

Sr. Director, Strategy and Marketing, SYKES

Bo Young

Executive Director, Customer Analytics,

Publish Date: October 18, 2016

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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