Do right by your customers & drive a better culture for your people Knowing exactly what is going on in your contact centre, what transpires between your customers and agents during the call, and how well your agents adhere to compliance and quality guidelines is critical to long-term success. Join Mark Lockyer from CallMiner as he showcases how real-time conversation analytics and guidance can enable your organisation to manage customer experience, agent performance, complaints, vulnerability, and process adherence - reducing your risk of fines, legal and reputational damages in the process. Managing conversations with customers in-the-moment doesn’t just provide immediate benefits for customers, it’s good for employee wellbeing, engagement and businesses as a whole. Mark will demonstrate how leveraging conversation intelligence technology can promote a culture of continuous improvement, empower your teams to do more with less and ultimately control and reduce costs in this difficult economic climate.
Mark Lockyer, International Sales Director - CallMiner With 20 years in the ever-changing contact centre and client engagement spaces, Mark has worked with some of the largest global entities on transformation projects ensuring technology delivers on expectation. Passionate about bringing agent and customer evaluation together through the power of speech and conversation analytics. Mark can draw on successful client projects that have delivered exceptional ROIs and Transformational change across entire organisations. Notable Brands – Dell, Orange, Ageas, Direct line, Teleperformance, HSBC, TeliaSonera, E.ON, BNP Paribas.
Hear from our guest speakers Dr Phoebe Asquith, Research Psychologist at our Gold Sponsors, Sabio.
In this keynote we will: