Welcome to the AI Maturity Blueprint webinar series, where expert speakers explore the four essential pillars of AI adoption in contact centers: People, Process, Technology, and ELT Buy-In. In this series, you’ll learn how to build a next-generation contact center where AI and human agents seamlessly collaborate to deliver exceptional results.
Episode #1 focuses on one of the most critical elements of AI maturity—The Role of People. While AI technology is undoubtedly transforming contact centers, it’s the culture surrounding AI integration that truly drives success. In this episode, we’ll dive into how fostering an AI-ready culture can elevate both your agents’ performance and your overall business outcomes.
AI is most successful when it complements human expertise, and companies that embrace AI as an enabler—not a disruptor—are the ones leading the charge. These organizations see increased agent engagement, smoother operations, and stronger leadership. Join Theresa Piasta, Director of Customer Strategy at Cresta, and Nate Brown, Head of CX Advisory at MetricSherpa, as they share actionable insights on how to build AI buy-in, reskill your teams, and empower your workforce for an AI-driven future.
What You’ll Gain:
If you’re ready to harness AI’s potential and make it work for your teams, this episode is for you.
Discover how leading organizations are redefining performance with modern, predictive, and outcome-driven benchmarks. Whether you’re scaling AI agents or optimizing hybrid teams, this is your blueprint for measuring what matters.
See how an AI-driven workflow surfaces a real-time behavioral checklist for an agent, highlighting key behaviors proven to increase collections, such as payment negotiation.
In this live demo, you'll discover how effortlessly you can identify hidden patterns, pinpoint the causes behind issues, and find solutions.