How and why: Using real-time AI for agent empowerment

Historically, delivering better customer experiences and reducing costs in the contact center have been viewed as conflicting goals. At best, leaders have hoped to maintain customer satisfaction as they apply automation to reduce costs, or vice versa. Now, with the advent of generative AI, this paradigm has shifted.

Watch a data-driven conversation with guest speaker Christina McAllister, Senior Analyst at Forrester Research. We’ll explore how human-in-the-loop AI in the contact center can be used to unlock the full potential of every agent, with wide-ranging benefits to both CX and operational efficiency.

In this webinar, you’ll learn how to:

• Elevate the agent experience — benefiting your customers and your bottom line
• Strategically deploy real-time AI to improve mission-critical KPIs like FCR, AHT, and CSAT
• Reduce costs and improve agent performance by rethinking quality management and coaching