Jordan CelestinoDirector, Customer Service
Seasoned manager for business process outsourcing with expertise on contact center management,back office processing and chat support in the field of customer service, ranging from telecommunications,auto finance servicing and Health and Insurance He has lead various projects in relation to improving the overall customer experience, cost savings,transition management and improving employee engagement
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?