Webinar Recording

Predictive Analytics to Elevate Contact Center Experiences

The contact center, traditionally considered a cost center by many organizations, is increasingly becoming a touchpoint that has a significant impact on customer loyalty, and as a result, the bottom line of an organization. Contact centers also happen to be home to immense data sets, including customer feedback and operational data which, if leveraged together, can help remove friction from contact center interactions, elevate an organization’s customer experience and secure future revenue. One way to unlock the power of this data set is through rigorous and proven analytics approaches such as Predictive Analytics.


  • Transforming contact centers from cost centers to experience centers
  • Optimizing operations and proactively connecting with high-risk customers via Predictive Analytics modeling
  • Unpacking the Predictive Analytics methodology and understanding statistical model outputs
  • Expanding Predictive Analytics modeling into other areas of the business to address additional research questions


Rachel Lane, Senior Solutions Principal for Medallia’s Contact Center Practice

Roshni Goel, Director, Medallia Strategy Analytics Team

Leon Ji. Consultant, Medallia Strategy Analytics Team

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