WEBINAR: Statistical Performance Analytics: Case Study for Agent Scoring

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	Statistical Performance Analytics: Case Study for Agent Scoring Wednesday September 17, 2014 TIME: 12:00pm ET/ 9:00am PT
	Accurately predicting individual agent performance and using that to optimize customer interactions and the customer experience can improve sales, retention, and customer satisfaction.  Join Transera and Kumaran Ponnambalam, Director of Data Science and Analytics, September 17th at 9:00 AM PST for a live webinar “Statistical Performance Analytics: Case Study for Agent Scoring". What Attendees will learn: How different approaches to analyzing and optimizing customer interactions compare Statistical Performance Analytics for agent scoring Speech and text analytics for personality matching Testing and subjective rankings for skill-based routing Short term, long term and moving average conversion ratio scores Best practices for Statistical Performance Analytics How companies are benefitting from Statistical Performance Analytics Who should attend: Professionals and analysts in the customer service and contact center industry who want to learn: Influencing factors that predict customer propensity and agent performance for sales, service and retention Data requirements for predicting customer propensity and agent performance Difference between descriptive and predictive analytics of contact center data Requirements for Exploratory Data Analysis tools for customer engagement analytics
	Presenters: Kumaran Ponnambalam Director of Data Science and Analytics, Transera  Kumaran Ponnambalam has more than 15 years of software development, systems engineering and management experience as well as proven expertise in data science, machine learning and probability and statistics. As director of data science and analytics at Transera, Kumaran is responsible for leading all Statistical Performance Analytics projects for Transera customers. He and his team deliver Analytics-as-a-Service that analyzes cross-system customer interaction data to find patterns in agent and customer behaviors that can be used to predict agent performance and customer propensity. Kumaran manages the offering from data integration through exploratory, experimental and predictive analytics. Kumaran and his team have helped Transera customers increase sales and customer retention rates and improve their customers’ experience. Prior to joining Transera, Kumaran was a senior member of the engineering team at Genesys, a company that provides contact center technology to mid-to-large size companies. In that role, Kumaran led the development and maintenance of the company’s provisioning, reporting, outbound notification and Call Director voice components. Prior to Genesys, Kumaran was a software engineer at Telera where he was responsible for the development of the company’s IVR platform. Kumaran has a BE degree in Computer Science and Engineering from Bharathiar University and a MS in Information Technology from Aspen University.  Rich Guth Senior Vice President, Marketing - Transera Rich is an accomplished senior marketing leader with over 20 years of developing and implementing innovative marketing solutions that strategically position technology organizations for sustainable success. For the past 10 years, Rich has specialized in Business Intelligence, Analytics, and Big Data products. Prior to joining Transera, Rich was vice president of marketing for Karmasphere, a leading Big Data Analytics company offering SQL access to Apache Hadoop. Before that, Rich was vice president of the Open Source Strategy Group for Actuate, where he successfully spearheaded efforts to redefine the Business Intelligence (BI) company’s go-to-market strategy from a proprietary enterprise software company to the leading open source BI company. Prior to Actuate, he held senior executive marketing positions at Sendmail, Apple, and NeXT software. Rich has a BS degree in Public Affairs from Indiana University. Moderator Stefania Viscusi Editor TMCnet Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor’s degree in English and a Bachelor's degree in Communications. Stefania has had four of her poems published by “Breakwater” (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.
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