1:15 PM - 1:45 PM BST  |  Tuesday May 24

How Language Scorecards Elevated Communication to True Engagement at Hoist Finance

Jason Fletcher
Engagement Analytics Specialist
Hoist Finance

Keynote Session

Building rapport with customers is primarily driven by creating a common bond of trust, particularly over the phone, but also through other communication channels. Hoist Finance is committed to demonstrating a best-in-class professional approach with their clients by setting up a trustful relationship and trying to understand the situation that the customer is in.

Join this session to hear from Hoist’s Jason Fletcher on the innovative work his team has been doing to measure, analyse and improve the language used by their employees to improve both customer and employee experience. Jason will also share insights on Hoist’s new digital strategy, the use of webchat and the trends they are seeing with call drivers.