18 - 21 March, 2019

Nicholas Lam

Senior Director, Traveler Experience, Customer Operations, APAC
Carlson Wagonlit Travel

5:00 PM PANEL: Streamlining Operations and Agent Productivity Metrics for Better Service Delivery

  • Redefining contact centre KPIs for customer success
  • Striking a balance between agent productivity and efficiency while meeting service standards and goals
  • Implementing a quality monitoring program that propels continual improvement and performance excellence

Check out the incredible speaker line-up to see who will be joining Nicholas.

Download The Latest Agenda