3:00 PM - 3:30 PM BST | Tuesday June 20
Leveraging Real-Time Agent Guidance to Make a Difference in Customers’ Lives
Gareth TomlinsonHead of Customer Operations Strategy ExecutionVanquis Bank
Matt RogersSpeech Analytics ManagerVanquis Bank
Callum SmithHead of Customer Operations Centre of ExcellenceVanquis Bank
Stephen ShawSenior Customer Operations ManagerVanquis Bank
Mark LockyerInternational Sales DirectorCallMiner
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.