Live Chat Software
January 2020
Nashville, TN

Dilesh Bansal


Senior Director, Customer Care Strategy & Analysis
ADT


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

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