Date: 25 March 2025, 7 p.m. GMT | 2 p.m. ET
Location: Virtual
In the recipe for customer satisfaction, consistency is key to enhancing the overall customer experience.
How can organisations guarantee this consistency throughout the entire customer journey – especially across diverse workforces operating in various locations, teams, and communication streams?
Join Patrick Joyce (First Vice President, Product Management, Pennymac) to discover how Pennymac implemented real-time alerts to ensure emotional and communication consistency across their customers’ journey.
Patrick will share how they leveraged conversation intelligence to manage challenging interactions and ensure compliance, ultimately unlocking the key to delivering consistently high-quality customer experience.
Attend This Live Session to Gain Insights Into:
- Why businesses are expanding real-time alerts and the benefits of those enhancements
- How Pennymac embraced a continuous improvement methodology that focuses on compliance, increased engagement, and enhancing performance management
- Best practices when augmenting real-time alerts by developing categories for measuring agent responses
Join CallMiner for an informative live session that promises to equip you with actionable insights and strategies for leveraging real-time alerts!
Author: CallMiner
Reviewed by: Robyn Coppell
Published On: 28th Feb 2025 - Last modified: 25th Mar 2025
Read more about - Archived Content, CallMiner
