Generating Business Value from Support Center Data: The What, How and Why

Sachin Pai, VP Contact Center Service Line, Genpact

John Kelly, Chief Revenue Officer, SupportLogic

The customer support center is one of the most important engagement hubs for all types of businesses. It is the place where the true voice of the customer, and myriad data points are collected. However, many businesses fail to utilize, let alone access, the high value insights found inside support interactions. In this session, Sachin Pai, VP, Contact Center Service Line at Genpact, a leading IT services and consulting firm, and John Kelly, Chief Revenue Officer at SupportLogic, will discuss why it is critical to harness support data for the entire organization, what data is most important to capture, and reveal some best practices for getting started in this informative and interactive dialog.

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