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Webinars
Webinars that I have hosted, joined, or produced. Content is taken from whitepapers, executive interviews, or partnerships.
AI in the Contact Center: Powering Agents or Risking Over-Automation?
In this 45-minute session, Marc Bernstein and Davit Baghdasaryan dive into the evolving role of AI in modern contact centers.
Distinguishing Real From Hype: How Contact Centers Are Actually Using AI
In this report, we surveyed over 400 contact center managers and leaders and established 5 main takeaways for teams using AI.
Rethinking Call Scripts – Results from Surveying 500+ Contact Center Agents
How can contact centers make better call scripts for agents?
QA Automation & Insights: How AI Is Fueling Call Centers Agents
Rob and Christina dive into the cutting-edge AI-driven shifts that are revolutionizing the way contact centers lead QA.
What Makes the Contact Center a Great Career? Insights from 600+ Tenured Agents
We surveyed 600+ agents to find out how and why agents are building long-term careers.
The Ultimate QA Process: Automated Scoring for Faster Insights
A ground-level overview of how QA has changed with AI.
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