Justin Davis, BMV Contact Center & IT Director, State of Indiana

Increasing customer satisfaction seems like a no‐brainer, but there is no silver bullet to doing this. This session will focus on a real‐world success story from humble beginnings to rockstar CSAT scores by using lessons learned and best practices to increase CSAT, along with sustainable next steps to keep CSAT scores at an all-time high.

Key Take-Aways:

  • Guidance on how you can align your QA program to achieve proven results for CSAT
  • Techniques on how to create or repair relationships with your customers that lead to higher satisfaction scores
  • Specific action items and steps to leave you walking away with a plan for your organization