2:50 PM - 3:20 PM BST  |  Tuesday June 4

Customer Experience Lens on Quality

John Rahaman
Customer Experience Manager

Carla Jacinto
Customer Experience Program Manager

Brian Pluymen
Customer Experience Director


In 2018, Workhuman decided to transform QA by moving it into a newly formed Customer Experience program. Since, they have successfully evolved their service to the Contact Centre through the lens of end-user satisfaction. The design, implementation, and management of the program functions of a closed loop concept, where agents take ownership of their service quality with the help of Quality specialists and Callminer.
This session will inspire to look at gaining buy-in to trust in automation and support on process enhancements while continuously evolving to keep pace with the Business needs.