The following panel was conducted on Monday, October 25 at the International Contact Center Expo & Conference (ICCE) in Miami. The panel includes Thomas Dalton, who runs Brooklyn's Premeire Multi-Speciality Healthcare Provider, Darrin Phillips, Director of Customer Experience for Bayview Financial, Judith Rott, Head of Customer Service for TUI Deautschland GmbH (Germany), Europe's leading tour operator, and moderated by Daryl Flores, consultant for SWBC in British Columbia.
The panel discusses how to acheive a good average speed of answer and handle time, process times and thoughts on self-service. The guests also take questions involving social media, text chat vs. the phone call, and security within the financial call center, among others.