10:15 AM - 10:45 AM BST  |  Wednesday May 25

How to Drive Continuous Improvement Through Tailored Coaching

Emma Bantges
Customer Operation Enhancement Manager & Vulnerable Champion
Cabot Credit Management

Katy Camp
Customer Operations Senior Team Leader
Cabot Credit Management

Keynote Session

Join Emma Bantges and Katy Camp from Cabot Financial, an award winning debt purchase company in the UK, as they reveal how their embedded speech enhancement team have utilised both post-call and real-time analytics to transform their core business operations. They will share insights and best practices on developing a better approach to coaching, ways to manage behaviours that do not add either business or customer value, and how they engage with Team Leaders to utilise the Coach platform to improve specific competencies.

As longstanding conversation analytics users, Emma & Katy will also share how they have worked with the CallMiner product development team, helping to shape the platform through customer feedback.