Trent Haynes

VP, Quality Management Office BNY Mellon | Pershing

Trent Haynes is Vice President with BNY Mellon | Pershing. Trent manages vendor and data analytics for the Quality Management Office in support of Service Excellence and Voice of the Client programs. He was instrumental in leading Pershing’s achievement of the (CSIA) Customer Service Institute of America’s highest certification of Platinum. Trent began his career with the firm 30 years ago at Mellon Bank in Pittsburgh in the Global Cash Management department. Later, he joined the company’s Technology Services Group and served as the Technology Help Desk Manager for seven years. In 2011, he joined Pershing’s Quality Management Office in our Lake Mary, FL office. He received a Bachelor of Science in Mathematics with emphasis in Computer Science from the Florida State University.  

Day One: Pre-Conference Day: Workshops And Technology & Innovation Focus Day Monday, September 16, 2019

Monday, September 16th, 2019

8:15 A: “Real Stories, Real Customer Success and How They Got There with AI Fueled Speech Analytics” featuring Mercedes Benz Financial Services, BNY Mellon | Pershing and RDI Corp

There is a growing recognition that speech analytics is a must have technology to support improve agent performance, customer satisfaction, reduce operating costs, increase sales revenue and support regulatory compliance. The opportunities to become a successful user of this game changing technology are real but how do you get there? This workshop will feature actual customer case studies presented by the speech analytic user customers themselves from iconic international automotive leader Mercedes Benz Financial Services, American worldwide banking and financial services institution BNY Mellon | Pershing and leading BPO, digital marketing, research, and IT support organization RDI Corp. This informative session will also include learning modules on how the technology works, how speech analytics can be configured to support the measurement and improvement of customer experience and best practices on successfully deploying a speech analytics solution.
Take-a-ways for Workshop Participants include:
  • A solid understanding of how Interaction (Omni-Channel) Analytics works
  • How real customers are using and benefiting from Speech Analytics
  • Category and Scorecard configurations that support dramatic CX improvements
  • What it takes to implement and realize success with an Interaction Analytics solution
  • Workshop material to initiate your own Interaction Analytics Journey to Success

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

Download The Latest Agenda