In the recipe for customer satisfaction, consistency is key to enhancing the overall customer experience. How can organizations guarantee this consistency throughout the entire customer journey – especially across diverse workforces operating in various locations, teams, and communication streams?
Join Patrick Joyce (First Vice President, Product Management, Pennymac) to discover how Pennymac implemented real-time alerts to ensure emotional and communication consistency across their customers’ journey. Patrick will share how they leveraged conversation intelligence to manage challenging interactions and ensure compliance, ultimately unlocking the key to delivering consistently high-quality customer experience.
Attend this live session to gain insights into:
- Why businesses are expanding real-time alerts and the benefits of those enhancements
- How Pennymac embraced a continuous improvement methodology that focuses on compliance, increased engagement, and enhancing performance management
- Best practices when augmenting real-time alerts by developing categories for measuring agent responses
Join us for an informative live session that promises to equip you with actionable insights and strategies for leveraging real-time alerts!
Featured Speaker:
Pennymac Financial Services
Patrick Joyce is Vice President of Product Management at Pennymac Financial Services, where he is responsible for Customer Experience product development and enhancement. Previously as VP of Customer Experience he led customer management and operation teams within the Consumer Direct Lending division at Pennymac. He led the company’s expansion to North Carolina and established the Consumer Experience Innovation Center in Cary, NC.
Prior to joining Pennymac in 2016, Patrick led operations teams at American Residential Services and early in his career, as a political campaign advisor, led numerous candidates to victory. He has also served as an Advisory Board Member for Rutgers University’s Customer Experience Program.
Patrick earned a B.A. in Political Science from Rutgers University, an Executive Certificate in Business Analytics from The Wharton School of Business at Pennsylvania University and is currently pursuing an MBA in Business Analytics from Penn State University.
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