For those looking for a true understanding of how to use Analytics within their contact center to drive results this is the podcast for you!  Daneece Sheldon is the Quality Supervisor for Radial and in this episode she walks us through, step-by-step, her process for utilizing her analytics toolkit to improve their customer service and add value for their clients.  If you currently have an analytics solution, or are looking to add these tools to your arsenal this is a must-listen episode!