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January 15 - 18, 2019
JW Marriott, Nashville, TN

Dilesh Bansal


Senior Director, Customer Care Strategy & Analysis
ADT


3:30 PM ADT’s Well-Oiled Customer Care Machine: People, Process and Technology in Tandem

+ How to develop an open dialogue across people, process, and technology
+ Tie analytics to coaching for improved agent performance
+ Synergies needed between workforce management, quality, and CX

10:50 AM Speech Analytics: Metrics Built to Enhance Individual Agent Performance

+ Identify improvement opportunities down to the agent level
+ Analyze individual performance to provide supervisors visibility in large teams

1:30 PM Speech Analytics: Metrics Built to Enhance Individual Agent Performance

+ Identify improvement opportunities down to the agent level
+ Analyze individual performance to provide visibility in large teams


Check out the incredible speaker line-up to see who will be joining Dilesh.

Download The Latest Agenda