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WEBINAR

Elevate Contact Center Operations: Transformative Strategies that Drive Efficiency

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Happy woman at call center using AI for customer support

In the ever-evolving landscape of contact center management, addressing key operational challenges is paramount.

This exclusive webinar is designed for contact center leaders and operations professionals seeking innovative solutions to scale for high call volume, reduce agent training costs, and boost essential KPIs. 

Join us as we explore game-changing strategies to revolutionize your contact center operations and learn how generative and conversational AI can effectively deflect repetitive calls and provide real-time answers to customer queries.

We will cover these key takeaways:

  • Master Scalability: How to intelligently scale your contact center operations to meet high call volume and seasonal demand.
  • Optimize Training Efforts: Learn how to deliver cost-effective agent training that increases agent proficiency faster and more reliably.
  • Enhance KPI Outcomes: Drive improvements in KPIs such as Average Handling Time (AHT) and Time to Resolution (TTR) and for stronger operational efficiency and customer satisfaction.

Take advantage of this opportunity to gain a competitive edge in the contact center space by adopting transformative solutions that will propel your operations to new heights. 

Speakers

Derek Top

Derek Top

Senior Analyst & Research Director, Opus Research

Derek Top is Senior Analyst and Research Director for Opus Research, a diversified advisory firm tracking Conversational AI, Conversational Intelligence, and Intelligent Authentication technologies. For more than 20 years, he has been covering transformative technologies and producing top-notch business events. Previously, Top served as senior associate editor with Optimize magazine and InformationWeek covering business technology and enterprise IT trends for CMP Media and UBM. Before joining CMP, Top was managing editor with Streaming Media, Inc.

A smiling woman in a black shirt captured by AI technology.

Helena Chen

Sr. Product Marketing Manager at Uniphore

Helena Chen has more than 10 years of B2B marketing experience leading go-to-market strategies for fast-growth tech startups. As the senior product marketing manager at Uniphore, she brings industry expertise in conversational AI and a passion for connecting customers with transformative technologies. Helena holds a BA in English from UC Irvine and an MBA from Carnegie Mellon University.

Bob Fernekees

Bob Fernekees (Moderator)

Vice President/Group Publisher at Information Today, Inc

Bob Fernekees, Publisher, launched CRM Magazine in 1997 and has been immersed in CRM, Customer Experience, and all customer-focused business technologies ever since. Before CRM, Bob launched several publications in the professional film, video, broadcast, and streaming industries.

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