AI-Powered Analytics: Elevating Contact Center Performance & Engagement

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

Explore how AI can analyze large volumes of customer data to uncover actionable insights that help optimize every interaction.

Enhancing Quality Management with AI

Learn how automating the evaluation of customer interactions through AI ensures consistent, unbiased assessments, identifying key areas for agent improvement and elevating the overall customer experience.

Spotting Emerging Trends with AI

Discover how AI can quickly surface trending topics in customer conversations, enabling proactive responses to issues and common queries before they escalate.

Optimizing the Agent Experience with AI

Explore how AI can provide agents with personalized insights and recommendations to improve performance, reduce burnout, and boost job satisfaction.

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 . . .

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 . . .