Vishal Kotwal

Director, EMEA Marketing Programs and WW. LeadGenaration eGain

Day One

11:15 AM Taming the COVID-19 Customer Service Crisis: Featuring Success Story

Stephen Kennedy, Director of Pre Sales, eGain

2020 has been a difficult year for the CX industry - businesses are forced to go digital, contact centres are not designed for social distancing, and employees are advised to work from home. While everyone is adapting to change, discover how a leading insurance firm dealt with 700% increase in customer contact volume with speed, scale and quality.

80% increase in digital customer contacts successfully handled
Employing 1000+ new digital agents and voice agents
Improved average CSAT to 73% with new knowledge base

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