Organisations using conversation intelligence can zero in on key operational metrics that can increase agent focus and reduce inefficiencies. But how could they align their tactical execution with their strategic orientation – improving business performance and customer outcomes?  

In this session Operations Support Manager Katy Camp will first review how Cabot Financial went about conceiving a strategic vision for how CallMiner could support their operations. Then, she’ll review how Cabot delivers value to its contact centre by putting speech analytics “front and centre” through an integrated approach with “Coach Champions” that make a difference every day by focusing on agent improvement – and ultimately delivering better customer experiences.