Vice President - Service Quality Division
Philippine National Bank
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?