1:20 PM - 1:50 PM BST | Tuesday June 4
Doing Right By Customers: Balancing Experience over Efficiency
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Darryl HohlsHead – Client Interaction & Operational AnalyticsInvestec
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Asif Mahomed-HoosenLead Interaction AnalystMiWay Insurance Limited
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Huzair EssopHead: Business Process InnovationMiWay Insurance Limited
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Jacob MollettSenior Director, Customer SuccessCallMiner
Conversation intelligence solutions have the potential to unlock extraordinary operational efficiency in the contact centre – but at what cost to the customer experience?
In this thought provoking discussion, panelists from South Africa will deconstruct their business priorities and how they have used agent performance and quality management as a lens to uncover insights and continually improve how they are able to understand, and exceed, customer expectations.