3:00 PM - 3:30 PM BST  |  Tuesday June 20

Leveraging Real-Time Agent Guidance to Make a Difference in Customers’ Lives

Gareth Tomlinson
Head of Customer Operations Strategy Execution
Vanquis Bank

Matt Rogers
Speech Analytics Manager
Vanquis Bank

Callum Smith
Head of Customer Operations Centre of Excellence
Vanquis Bank

Stephen Shaw
Senior Customer Operations Manager
Vanquis Bank

Mark Lockyer
International Sales Director


Join Vanquis Bank in this session to hear how they are enabling their contact centres to gather insights and manage agent behaviour in real time. After launching a pilot at the beginning of 2023, the team wanted to be able to identify customers that were experiencing financial difficulty, or any other signs of vulnerability, as calls were occurring to ensure appropriate actions and outcomes.

You’ll hear the approach and decision making that drove the move to real-time analytics and agent guidance, findings from the pilot, and how Vanquis are looking to strategize the use of real time in the future.