Hearing What Matters - Unlocking Enterprise Value Through Customer Conversations

Overview

In this webcast, Kimberly Agin, Head of Contact Center, KeyBank will share how the organization is leveraging insights from everyday customer conversations to:

• Align agent training more closely with real customer needs
• Improve access to customer data, driving a 16% increase in NPS and a 63% increase in CSAT
• Boost issue containment rates so agents can focus on what matters most

Discover how to turn customer conversations into measurable improvements that reshape the contact center experience. The session will host an open Q&A, giving you the opportunity to ask your own questions and gain practical guidance from Kimberly’s experience.