1:00 PM - 1:30 PM BST | Wednesday May 25
How Direct Line Group Improved Agent Performance: A Case Study
Tyrone LesterSpeech Analytics - Data & InsightDirect Line Group
Dave BaldwinCustomer Assurance Oversight & Governance Manager Direct Line Group
Dave BeaneBusiness Design ManagerDirect Line Group
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.