Head of Sales and Service
Main Conference Day One
Tuesday, October 8th, 2019
12:00 PM Case study: Contact centre performance turnaround by constructing a coaching based culture and organisation structure at Which?
Indie will share a true transformation story that has resulted in 20 points NPS improvement and the key steps that has taken him here:
· Identifying the key reasons for low performance and finding the root causes
· Taking the leap of faith to implement a change: Who do you need to have on board?
· Restructuring the contact centre teams to provide support and coaching
· The role of speech analytics in the transformation journey