How analytics and quality monitoring are changing contact centers

As technology evolves and customer expectations rise, businesses need to respond to the digitally-driven, “always-on” consumer. Contact centers play a key role as a differentiator. The more they can deliver personalized, compliant, efficient, and proactive issue resolution, the better the experience. Join us for an insightful webinar where our expert panelists will explore new innovations that are transforming the contact center landscape.

This webinar will cover:

• How generative AI, advanced analytics, and quality monitoring are impacting contact centers
• Real-time customer sentiment analysis via AI-driven analytics
• Personalized, efficient support
• Automated evaluation of customer interactions
• Improved service consistency and quality
• Enhanced customer satisfaction and agent performance
• How to reduce training time and increase productivity
• Success stories in utilizing technology for advanced call monitoring and data insights
• Demo of tech showcasing the latest innovations for contact centers
• Live Q&A with our speakers

Speakers

Michael Hutchison

Co-Head – Customer Experience Business

eClerx

David Rickard

Partner

Everest Group

Sanjay Kukreja

CTO

eClerx