1:20 PM - 1:50 PM BST  |  Tuesday June 4

Doing Right By Customers: Balancing Experience over Efficiency

Darryl Hohls
Head – Client Interaction & Operational Analytics

Asif Mahomed-Hoosen
Lead Interaction Analyst
MiWay Insurance Limited

Huzair Essop
Head: Business Process Innovation
MiWay Insurance Limited

Jacob Mollett
Senior Director, Customer Success


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.