Dave Baldwin

Customer Assurance Oversight & Governance Manager

Dave has been with Direct Line Group for 21 years and is currently responsible for the Quality Assurance methodologies in place across the Sales, Service and Claims operations. This includes driving improvements to these through the introduction of speech analytics.

Keynote Session

1:00 PM - 1:30 PM EST  |  Wednesday May 25

How Direct Line Group Improved Agent Performance: A Case Study