How Direct Line Group Improved Agent Performance: A Case Study

Tyrone Lester
Speech Analytics - Data & Insight
Direct Line Group

Dave Baldwin
Customer Assurance Oversight & Governance Manager
Direct Line Group

Dave Beane
Business Design Manager
Direct Line Group

Keynote Session

With customers at the heart of their business, Direct Line Group are a leading British insurer established in 2012. Join this session to hear how they have used conversation analytics to understand call and chat demand, review process, automate QA and populate sophisticated agent performance dashboards.