How The Unlimited ensure quality & integrity for their customers whilst enhancing brand experience
For organisations who embrace their truth and pledge to learn from their customer interactions, the reward for their honest approach is ultimately not only a better customer experience but one that earns long term loyalty as well. Yet how do organisations learn their truth and convert those revelations into meaningful, actionable insights they can use to improve both CX and optimal business outcomes?
Join South African financial services leader The Unlimited’s Wayne Mann and JP Nel as they overview how they have leveraged speech analytics in their quality assurance program to ensure their organisation learns the truth and nothing but the truth on 100% of customer interactions to enhance CX, ensure compliance and improve business outcomes in their contact centres.
Presented by
Frank Sherlock,
General Manager, EMEA
Responsible for expanding CallMiner customer footprint across EMEA, Frank is based in the UK and has been with CallMiner for 4 years - driving significant business growth. Frank has worked in and around the contact centre and customer experience space for the last 20 years, including holding senior roles in companies such as Genesys, Intervoice, Convergys, SoundBite and CallMiner. He holds a Masters Degree in Business Administration (MBA) and a Higher National Diploma in Telecommunications engineering. When not working Frank is an avid fan of Everton FC, where he is a long time season ticket holder, and enjoys golfing.
Wayne Mann,
Executive: Legal, Risk and Compliance
Wayne joined The Unlimited in 2010. As the Executive accountable for the Legal, Risk and Compliance portfolios Wayne spends a significant amount of time dealing with regulatory matters making sure that we operate, and continue to shift lives, in accordance with the law. Always keen for a challenge and open to new ways of thinking, Wayne is a real Dragon Hunter – something The Unlimited is all about. Wayne’s passions, inside and outside the work environment, include leveraging regulation in support of business, lobbying Government as well as personal development, with an emphasis on leadership. Wayne also thrives on taking on stretching physical goals which take him out his comfort zone.
Juan-Pierre Nel,
Operations and Insight Analyst
JP joined The Unlimited in 2019. He is currently an insights analyst for the Legal, Risk and Compliance team. JP’s key focus and interest areas are Economics, Information Technology and Finance. He has a strong desire to pursue a career in the world of data analytics, machine learning and artificial intelligence. With experience in both the fields of business and data analysis, his overarching goal is to provide value through the utilization of technical, business and interpersonal skills and techniques.
