The Call and Contact Centre Expo logo

18 & 19 MARCH 2020

ExCeL LONDON

Nicola Jordaan: Speaking at the Call and Contact Centre Expo

Nicola Jordaan

Head of Operations  -  Genii Ai

Case Study: 'Deep Customer Analytics to improve Service, Sales and Collections'

Large Retail Bank looked to improve Service, Sales and Collections by leveraging deeper analytics. Genii Analytical QA platform was deployed across all these functions with positive results.
This case study will show significant improvements in Cash Payments by focusing on qualitative root cause analysis to Identify reasons for defaults & reasons for not paying after promise. We will also touch on the service and sales benefits realised.

3 key delegate takeaways from session:

• How the Analytical QA platform was Deployed & Configured
• Key Outputs from the Analytical Insights
• Critical Success factors on Operationalising the Insights to drive improvements




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