Episode # 13 Henriette Potgieter : Real Experience shows

In this episode I share time with Henriette Potgieter who is one of the most operationally experienced CX contact centre specialists that I have the great pleasure of working with day-to-day. With 20 years’ experience in the field, Henriette has a solid understanding of Contact Centres, with a strong background in customer service and outsourcing. Her experience in the Contact Centre industry ranges from Operations Management to Account Management and Back-Office functions such as Quality Assurance, Project Management, Business Development, Human Resource & Workforce Management, as well as Facilities and Administration. As a Certified COPC Implementation Lead, she has established herself as an operational improvement consultant, specialized in Quality, Business Intelligence, Customer Service, Coaching and Leadership Development. Her aim is to ensure that she always adds value, and she is passionate about the development and implementation of Standard Operating Processes & Procedures and targeted solutions with the aim of overcoming challenges, achieving growth and ensuring continuous improvement. Henriette currently holds the position of Customer Success Executive for Callbi Speech Analytics. She and her team are also responsible for the on-boarding and training of Insights Analyst for well over 120 Callbi customers. Through this very much hands-on experience, Henriette is able to guide Callbi customers on how to use the insights from speech analytics to drive significantly improved Customer Experience, agent performance and compliance. Contact Details eMail: [email protected] LinkedIn: linkedin.com/in/henriette-o-riley-potgieter-a4b52729 Calbi Website: https://callbi.io