Increasing the Customer Experience using the "Lean Philosophy" and NPS Indicator
Wednesday, May 6, 2015
1:45 PM - 2:45 PM
The presentation will take the audience through Industrial Alliance's powerful experience with using the Lean approach to increase customer satisfaction.
About the Co-Speaker, Debbie Buzzell
Debbie Buzzell has been in the insurance industry for over 25 years and is currently the Director of Industrial Alliance's National Call Centre. Debbie previously worked for another large Insurance company and held leadership roles in a number of different areas including sales, administration, underwriting, billing, and customer service.
Debbie is well known for turning any team into a high performing entity and is very motivated when working in this type of environment. The main reason for Debbie’s move to Industrial Alliance was their overwhelming focus on continuous improvement and their employees.
Since moving to Industrial Alliance Debbie has embraced the benefits of working in a process improvement environment and throughout her presentation will show you the power of "Lean"
About the Co-Speaker, Ketan Bedi
Ketan Bedi has been in a contact centre role for over 12 years and has held various progressive management positions in multiple departments including training, quality assurance and business process off shoring. Ketan’s strengths are his knowledge related to business process management and the extensive on the job experience he gained while working in the UK, US and India. He strongly believes that customer service excellence has always been and will always be one of the critical competitive advantages for any business. His working style is collaborative and based on mutual respect. He promotes a culture where “all ideas matter”.
Currently Manager of Industrial Alliance's Contact Centre and Investigative services division, Ketan has worked very closely with Debbie in implementing all of the philosophy's around continuous improvement in a Lean environment.