Using Data, Knowledge and Analytics to Make Better Business Decisions: The First American Corp. Expe

When:  Oct 10, 2018 from 11:30 to 13:30 (PT)
Associated with  SF Bay Area
Better decision making depends on the quality of the data, the relentless pursuit of questioning and taking measurable action on the findings. In this session,Mary Cruse at First American Corp., will share her team's operational experience using data, knowledge, and analytical thinking to identify opportunities for continuous improvement, implement new ideas, deflect or eliminate contacts and work effort, uncover workflow automation opportunities, and shift resolution closer to the customer. Mary's leadership team is empowered to challenge the numbers, ask relevant questions, and identify trends, all of which requires a deeper understanding of data and analytics. Learn how they use baseline and actual data to justify and quantify the success and impact of every decision or action—and how you can, too! 
About our Speaker
Passionate about customer service, Mary Cruse has over 30 years' experience with Fortune 500 companies in the airline, healthcare and financial industries. Maryhas extensive experience leading both technical and non-technical customer service centers, focusing on contact center design and technology, customer service delivery, technology support, and team building and rebuilding. She holds multiple HDI Certifications, as well as the CIAC Call Center Operations Manager Certification, was inducted in the HDI Hall of Fame and she is currently serving on the Boards of Directors for Help Desk Chapters, Inc. and Advancing Women in Technology (“AWT”).

Location

GoPro Headquarters
3000 Clearview Wa
San Mateo, CA 94402
Event Image

Contact

Terri Oropeza
(650) 222-3056
toropeza@goldway.com