With a mission to enhance the customer experience through a unique blend of Human Intelligence (Hi) and Artificial Intelligence (AI), Brian Pluymen, Customer Experience Director, will detail how Workhuman has shifted the QA perspective from a policy-driven approach to a coaching-centric model focused on empowerment and engagement.

Highlighting the dramatic improvement in their Customer Service Executive (CSE) population, Brian will showcase how leveraging CallMiner’s solutions has propelled their success in delivering a “happiness product” to enhance customer and agent experiences alike. With practical insights into their closed-loop model and a commitment to celebrating growth, attendees will gain actionable strategies to elevate their own QA practices and foster a more human-centric approach within their organisations.