14-15 June
The Peninsula Manila, Makati City, Metro Manila, Philippines

Jordan Celestino


Director, Customer Service
Manulife Philippines


11:15 AM PANEL: Personalising Customer Interactions and Responses in Working Towards 100% First Call Resolution

  • Guidelines but not scripts: Innovating and personalising agents’ responses to customers
  • Establishing a line of escalation and orderly communication plan to drive faster first call resolution
  • Performing root cause analysis and resolving customer queries by harnessing last mile callout and auto notifications
  • Establishing reliable metrics of first call resolution: What should be measured?


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

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