Focusing on Your Customers during Crisis

Format: On-Demand | Duration: 60 mins

COVID-19 caused a huge increase in calls coming into Navy Federal Credit Union’s collections department regarding payments affected by changed job situations. In order to continue providing a high level of member service during uncertain times, the collections department leveraged speech analytics to understand the scenarios affecting their members to better anticipate call volumes and expected payments. Jeff Bretana, Supervisor of Collections Workforce Management at Navy Federal Credit Union will join us to share his insights on how to use Speech Analytics to react to this unprecedented situation.

On this webinar, you will learn:

  • How speech analytics helped Navy Federal categorize calls by product and issue type
  • How to dissect speech data to tell the story of what’s happening to your customers
  • How to provide improved customer service during this pandemic by focusing on what matters most

This webinar is packed with tips and best practices to help your organization fulfill its vital role in keeping us all safe.


Jeff Bretana, Navy Federal Credit Union

Jeff Bretana

Supervisor of Collections Workforce Management,
Navy Federal Credit Union

Jeff Bretana has more than 14 years of workforce engagement experience across contact center, branch, and collections environments. Today, Jeff serves in the role of Supervisor of Collections Workforce Management at Navy Federal Credit Union, the largest natural member credit union in the United States. Jeff is a member of the Society of Workforce Planning Professionals (SWPP) Board of Advisors. He was a finalist for SWPP’s Workforce Planning Professional of the Year in 2013, and was a winner of a Verint Engage Global Customer Award for Optimizing the Workforce in 2017.

Ryan Hollenbeck, Verint

Ryan Hollenbeck

SVP, Global Marketing, Verint

Verint’s Ryan Hollenbeck, Senior Vice President, Global Marketing, has spent 20 years helping Verint focus on the best ways to serve its customers — and thus help successful companies around the world best serve their customers.

Kelly Koelliker, Verint

Kelly Koelliker

Director, Content Marketing, Verint

Kelly Koelliker is director of content marketing at Verint with a focus on contact center workforce engagement solutions. With more than 15 years of marketing and sales experience, her expertise in the customer service industry covers such fast-evolving categories as knowledge management, natural language search, and CRM.