Host of the CX Central Podcast Justin Tippett is joined by the Amy Gibson, Customer Engagement Manager for BaptistCare.

It's a great insight into how their contact centre and broader business was impacted by the COVID crisis (let's just say they own a bit of history!) along with how Amy keeps a focus on the quality of the service delivery and allows the contact centre agents to focus on the customer and not the metrics.

Amy also explains how using Driver Trees has helped her improve the efficiency of their contact centre (we share some screens in the podcast and you can also download them below if you are a subscriber to CX Central).