Ensuring the truth & nothing but the truth with speech analytics

Sponsored by: CallMiner

Focused on:

  • Speech Analytics
  • Interaction Analysis

Date: 16 September


Time: 10AM BST

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.

Key Learning Objectives

  • How speech analytics works
  • Means of automating quality assurance leads to gain rapid agent insights
  • The benefits of interaction analysis in ensuring script & regulatory adherence
  • Ways to actionize analytics insights to drive better CX & realise business goals


  • Compliance Officer / Manager
  • Customer Officer / Manager / Director
  • Chief Executive Officer
  • Chief Financial Officer
  • Collections Manager
  • Contact Centre Manager
  • Contact Centre Supervisor Controller
  • Customer Service Director
  • Customer Service Manager
  • Customer Service Supervisor
  • Customer Services Manager
  • Customer Support Manager
  • Data Analyst
  • Data Scientist
  • Head of Compliance
  • Head of Customer Experience
  • Head of Operations
  • HR Manager
  • Information Technology Director
  • Information Technology Manager
  • IT Director / Manager
  • Operations Manager
  • Performance Manager
  • Call Centre Operator
  • QA
  • Quality Analyst
  • Quality Assurance Analyst
  • Quality Assurance Manager
  • Quality Manager
  • Trainer
  • Training Manager