With over 15 years’ experience Dacil Borges has made significant contributions in the fields of technology, innovation, and customer experience, particularly within the Ad.tech industry.
For a decade, Dacil served as an innovation consultant, during which time she provided valuable insights and guidance to businesses looking to stay ahead of the curve in the fast-paced tech industry.
In addition to her consulting work, Dacil spent five years leading initiatives related to speech analytics and artificial intelligence (AI) in a prominent Business Process Outsourcing (BPO) organisation. This experience involved implementing advanced technologies to improve customer interactions, streamline operations, and gain deeper insights from data.
One of Dacil's key areas of focus has been analysing spoken conversations to extract valuable insights and information to understand customer sentiments, identify areas for improvement and make data-driven decisions to enhance the overall customer experience.
Dacil's innovative and forward-thinking approach to technology and data has had a profound impact on the contact centre and BPO industry. Her strategic vision has helped organisations leverage the power of data and analytics to optimise their operations, improve service quality and better engage with their customers in the ever-evolving digital landscape.
30-Nov-2023Connected Contact Centre TheatreWhich is most important… Customer Vulnerability, Employee Well-Being or Agent Performance?