Tyrone Lester

Speech Analytics - Data & Insight

Tyrone has been at DLG for 8 years working in various roles. He is experienced in using various forms of data to support and drive operational performance making the most of every customer contact. He was a Team Leader user of Callminer when it was first introduced into the business. He straight away saw the benefit of using the tool to enhance his job and became an advocate for DLG. In his current role as a data and insight analyst he works very closely with stakeholders in the business providing useful insights and recommendations on how to maximise opportunities. He also looks out for opportunities to create new categories, user subscriptions and dashboard score tiles so that front line users can self-serve.

Keynote Session

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

How Direct Line Group Improved Agent Performance: A Case Study