Live Chat Software
January 2020
Nashville, TN

Dilesh Bansal


Senior Director, Customer Care Strategy & Analysis
ADT

Day Three - Main Conference & Expo: Thursday, 17th January 2019

Thursday, January 17th, 2019


4:05 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

Day Four - Main Conference & Expo: Friday, 18th January 2019

Friday, January 18th, 2019


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 supervisors visibility in large teams

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

Download The Latest Agenda