Increasing sales conversion

Current and future role of analytics and quality management

12:30-13:15, 18 November 2021

With most markets experiencing significant post-pandemic growth and levels of opportunity at an all-time high, increasing your contact centre performance and sales conversion should be a key focus. Gaining insight into your contact centre staff conversations and behaviours can give you a head start on your competitors and help increase sales conversion rates, whilst increasing margin and revenue.

In this Technology Showcase Webinar, we will explore how analytics and quality management are helping businesses to transform their sales and service processes, enabling them to increase levels of operational performance and sales success.

The webinar will include an audience Q & A, where you will get the opportunity to ask the panelists question.

Meet the panel

Jimmy Hosang

CEO, The Modular Analytics Co

Jimmy has had a long career in data consultancy. He is a former data scientist with expertise in next best action, machine learning and speech analytics. Prior to founding TMAC, his career had focused on driving innovation in a variety of roles at Lloyds Banking Group, Direct Line Group, John Lewis, Sainburys Argos and RBS. TMAC deliver affordable AI and ML SaaS solutions in customer engagement, customer service, coaching and marketing.

Natalie Calvert

Founder, CX High Performance

Natalie helps businesses to put their customers at the heart of their organisation through superb CX employee engagement programmes. Natalie has worked with, empowered and equipped more than 200,000 service & sales professionals and leaders across 100+ global organisations to deliver world class customer service during her 25 year career. Over the past 10 years Natalie has judged the UK Lloyds Bank National Business Awards for The Virgin Atlantic Customer Experience & Loyalty award. Natalie is also a Board Advisor to the National Business Awards.

Robert Hanrahan

Founder & CEO, miPerform Ltd

Robert describes himself as an ‘non techy’ tech entrepreneur. He is an explorer at heart and relishes new experiences and overcoming challenges, such as driving transformation in business or taking on new adventures in the mountains. Having previously worked in senior roles for Capita and Sky, he decided to follow his entrepreneur instinct and found MiPerform – a technology business that helps transform the way teams and businesses use data and technology to power their performance.

John Greenwood

Head of Technology & Payments, Contact Centre Panel

John is a payments specialist and leading authority in PCI DSS compliance and how this applies to customer contact centres and 3rd party service providers. He was the driver and lead content contributor to the official PCI SSC Information Supplement, published in late 2018. John is a technology subject matter expert with over 30 years’ experience working with and within the industry, he has a deep understanding of the technology vendor landscape as well as BPO and contact centre environments.

Topics for discussion

  • How to use technology to deliver actionable insight to lift operational performance and lower costs
  • Where analytics will have the greatest impact on your operations and improve staff engagement
  • How a coordinated proactive staff engagement strategy can drive up average order value and lower cost to serve