Enhancing Customer Experience through Omnichannel
Integration, Customer Self Service and Employee Engagement
July 12 - 14, 2022 | Free CX Network Online Event
CEO of EvaluAgent, Jaime Scott, leads the team on their mission to fix Quality Assurance and help operational leaders improve the performance of front-line teams. With over 25 years background in Customer Experience improvement, Jaime’s career has seen him run global Quality Assurance teams and direct multi-national operations for some of the world’s most famous brands, including Barclays, Marks and Spencer, EE and Vertex, before co-founding EvaluAgent in 2012. Using real-world examples, past experiences and sharing his own hard-earned learnings, Jaime’s interactive presentations leave audiences with practical takeaways that can be used to deliver tangible improvements across the Contact Centre.
Day Three: Thursday 14th July 2022
11:00 AM Why Conversation Analytics is the future of Agent Improvement and how to do it right
With ever-increasing competition and customer demand, the modern contact centre must keep evolving to ensure it offers a positive customer experience. But when it comes to evaluating customer interactions, it can be a lengthy and manual process, meaning you don’t get a true representation of the customer service you offer. That’s where Conversation Analytics can help.
Jaime Scott, CEO of EvaluAgent, discusses why Conversation Analytics is the future of QA and improvement, how it works and why implementing it will make a huge difference to CSAT and FCR.
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