In today’s rapidly evolving customer service landscape, contact centers face the dual challenge of meeting escalating customer expectations while optimizing operational efficiency. The integration of Artificial Intelligence (AI) into contact center analytics offers a transformative solution to these challenges. This webinar delves into how AI-powered analytics can revolutionize your contact center by providing deep insights into customer interactions, enhancing agent performance, and driving superior customer engagement.
Key discussion points will include:
Understanding AI-Powered Interaction Analytics
Enhancing Quality Management with AI
Spotting Emerging Trends with AI
Optimizing the Agent Experience with AI
When
2025 – 4 – 24
9 am CT / 3:00 pm GMT
2025 – 4 – 25 (Semi-live)
10:30 pm IST / 3:00 pm AEST
Speaker Bio
Jen Docken
Product Marketing Manager
Jennifer Docken is a seasoned Product Marketing Manager at Calabrio, where she leads the strategy for Conversation Intelligence—bringing together Quality Management, Analytics, and Bot Analytics to transform how contact centers operate. With over 20 years of experience in B2B product marketing, she specializes in product positio . . .
Read more
“>
Mary LaFosse
Principal Strategic Consultant
Some people speak the language of business. Others decode the DNA of customer interactions. Mary LaFosse? She orchestrates both into a symphony of operational excellence. With 27 years of transforming contact center operations, she’s the secret weapon Fortune 100 companies turn to when they need to turn conversation . . .
Read more
“>
Jen Docken
Product Marketing Manager
Jennifer Docken is a seasoned Product Marketing Manager at Calabrio, where she leads the strategy for Conversation Intelligence—bringing together Quality Management, Analytics, and Bot Analytics to transform how contact centers operate. With over 20 years of experience in B2B product marketing, she specializes in product positioning, brand recognition, and driving market impact.
At Calabrio, Jennifer is passionate about helping contact centers turn conversations into actionable insights. She champions the development of smart, data-driven quality programs that enhance customer experiences, empower agents, and drive business success.
When she’s not crafting compelling marketing strategies, you can find Jen at the barn, attempting to convince her off-the-track Standardbred that she is, in fact, a fancy dressage horse.
Mary LaFosse
Principal Strategic Consultant
Some people speak the language of business. Others decode the DNA of customer interactions. Mary LaFosse? She orchestrates both into a symphony of operational excellence. With 27 years of transforming contact center operations, she’s the secret weapon Fortune 100 companies turn to when they need to turn conversation intelligence into business gold.
A customer-obsessed business process optimization maverick, Mary challenges organizations to reimagine their operations through the lens of advanced analytics and AI-powered insights. Her specialty? Helping companies uncover the hidden stories in their customer conversations and transforming those insights into measurable business outcomes.
When she’s not revolutionizing how companies understand and act on their conversation data, you’ll find Mary embracing life’s simpler analytics: calculating the perfect fishing spots deep in the wilds on the North Shore of MN or optimizing the yield of her family’s home garden for their next culinary experiment.
Think of her as your data-driven Customer Experience whisperer – because in a world of big data, sometimes the biggest breakthroughs come from knowing exactly what your customers are really saying and sometimes more telling…what they are not!
