Conversation analytics: The power of silence with Hoist Finance

Last year Hoist Finance launched CallMiner’s Conversation Analytics Programme and immediately began to mine and analyse 100 per cent of the company’s inbound and outbound calls.

Fast-forward 12 months, and the multi-million pound financial services provider has quickly discovered that the power of silence in customer calls can deliver an instant return on investment (ROI).

Join Colin Whelan and Jason Fletcher from Hoist Finance, as they discuss the development of their Conversation Analytics Programme along with Mark Lockyer from CallMiner. The discussion will focus on how Hoist successfully achieved buy-in from stakeholders by discovering contact drivers and uncovering digitisation opportunities. The webinar will provide their key learnings on how to drive a positive culture and remove risk from your contact centre - all while enhancing customer experiences.

Join the webinar live to learn: 

1. How to get stakeholder and employee buy-in when implementing a conversation analytics programme
2. Ways to identify contact drivers and opportunities to drive digital transformation
3. Why unpicking ‘poor behaviours’ of silence time can deliver huge cost savings
4. The best methods to provide consistent reporting and engagement to drive benefits
5. How to record complaints and remove risk by plugging human gaps

Speakers

Colin Whelan
Head of Workforce Optimisation
Hoist Finance

Colin is the head of workforce optimisation at Hoist Finance. Colin has been in the contact centre industry for thirty years this month, with roles operationally at Barclays, First Choice Holidays and Barclaycard, along with stints at The Forum and Aspect Software where he helped planners and organisations develop their skills and operational approaches.

Jason Fletcher
Engagement Analytics Specialist
Hoist Finance

Driven by a passion for people, performance, data and development, Jason has spent his career striving to be the best by using cutting edge technology in everything he does. With 10 years’ experience in the world of finance spearheading the creation of multiple successful departments made possible by integrating speech analytics into every aspect of their operation.

Mark Lockyer
International Sales Director
CallMiner

With 20 years in the ever-changing contact centre and client engagement spaces, Mark has worked with some of the largest global entities on transformation projects ensuring technology delivers on expectation. Passionate about bringing agent and customer evaluation together through the power of speech and conversation analytics. Mark can draw on successful client projects that have delivered exceptional ROIs and transformational change across entire organisations. Notable Brands – Dell, Orange, Ageas, Direct line, Teleperformance, HSBC, TeliaSonera, E.ON, BNP Paribas.

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