Enhancing Customer Experience through
Personalization, Data and Self ServiceAugust 16 - 18, 2022 | Free CX Network Online Event
Personalization, Data and Self Service
Valeriia is a CX Lead at Revolut - leading a team of customer experience managers and building together a truly global financial super app. Valeriia is a professional in the CX industry with experience working on multiple levels and teams: starting from frontline agent, team lead, vendor lead and customer experience lead. With all the background of supporting different products, channels and customers - she will cover today how Revolut is changing the whole structure of frontline support in order to achieve a Deliver WOW goal.
Day One - 16 August 2022
9:00 AM Delivering ‘WOW’ CX: Why Revolut specialized its agents
Huge products and customer bases call for huge CX teams. To keep track of VOC research and ensure that customers were getting a ‘WOW’ experience, Revolut implemented an agent Specialization program. We will be joined by Valeriia Chechotkina, CX Lead at Revolut, as she walks us through the program and explains what Revolut’s CX department learnt along the way. In this webinar you will learn:
- Why specializing agents benefits customers, employees and business
- How to implement specialization: who to involve, how to work with them and how to restructure your entire customer support system
- Some challenges Revolut has faced, and how it is addressing them
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