Making Scorecards more Conversational

November 5, 2019

Marvie Wright Headshot

Marvie Wright

Director of Leadership/Sales Training

Mike Taverna Headshot

Mike Taverna

Project Manager

Mizhraim Pena III - Mercedes-Benz Financial Services

Mizhraim ‘Jay-Jay’ Peña III

Sr. Speech Analytics Business Analyst

2:30 PM  -  3:15 PM
Compass Rose North/East

The speech analytics leaders of three organizations, Mercedes Benz Financial Services, Navient and Dialog Direct will share how their mature programs are evolving their scorecards philosphy’s and practices away from traditional agent “scripting” and encouraging more conversational models of agent to customer interactions. These SA veterans will overview how this new approach is leading to more genuine and authentic customer service.

Session Category :  Advanced