How AI is Driving Agent Productivity and Service Quality

Tuesday, December 7, 2021 - 2:00pm ET/11:00am PT


The contact center is one of those unique solutions that impacts both a company's top line and bottom line. Contact centers need to simultaneously focus on increasing revenue and reducing costs.

Most contact center vendors have been moving to over-dependence on virtual agents. AI investments seem to be all about replacing people with chatbots or virtual agents, taking humans out of the loop.

This webinar will discuss the impact on contact centers of having a more balanced approach to AI investments, and the impact those investments will make on real people – both agents and customers.

What Attendees will learn:

  • How can AI serve both customers and agents?
  • What are the obstacles to agent productivity?
  • How do you define great CX delivered by an agent?
  • What levels of service make customers return to a brand?

Who should attend:

  • CCaaS audiences - management and leadership


Ron Stevenson
Senior Product Marketing Manager, CCaaS

Zeus Kerravala
Principal Analyst, ZK Research


Erik Linask
Group Editorial Director, TMCnet