{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"Ep.65: Emily Deragon, Sirius","description":"If you want to know how your contact center is currently performing, look at your metrics and scorecards. If you want to truly understand how customers feel about your brand \u2013 and how to fix any problems \u2013 you need to dig deeper. You need a robust, ever-evolving analytics program. SiriusXM is fervently committed to such a program, and senior solutions manager Emily Deragon discusses that analytics journey in the new CCW Digital podcast. \u201cWe\u2019re ingesting two million calls per month for customer care, and we\u2019re truly getting into the \u2018deep and dirty\u2019 insights of what\u2019s happening on our calls,\u201d explains Emily Deragon of SiriusXM in the latest CCW Digital Podcast. \u201cHow can it help us with training, how can it help us better forecast, how can it improve agent and customer experiences?\u201d Recorded at the 2018 CCW Vegas, this episode also features commentary from Brian LaRoche of CallMiner Eureka. ","author_name":"CCW Digital: A Customer Service Online Platform","author_url":"http:\/\/ccwdigital.b2biq.libsynpro.com\/website","html":"<iframe title=\"Libsyn Player\" style=\"border: none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/6801659\/height\/90\/theme\/custom\/thumbnail\/yes\/direction\/forward\/render-playlist\/no\/custom-color\/88AA3C\/\" height=\"90\" width=\"600\" scrolling=\"no\"  allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen><\/iframe>","thumbnail_url":"https:\/\/assets.libsyn.com\/secure\/item\/6801659"}