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Unlocking Hidden Insights from Your Contact Center: How to Drive Experience, Improve Compliance, and Increase Revenue

Air Date: March 23, 2022
Time: 2:00 pm ET

Lianna Catino , Josh Streets

Moderators: Tim McElgunn

Watch the webinar video below.

Join this webinar on March 23rd with two industry thought leaders who will show you how you can unlock the hidden insights in your contact center.

The contact center holds some of the richest insights into the health of your business, yet often critical pieces of it remain in a black box. In fact, reports indicate that most contact centers today are analyzing less than 10% of their customer interactions, with customer conversations getting QA-ed and analyzed via manual, siloed, time-consuming processes.

Innovations in technologies like natural language processing and conversational intelligence are ushering in a new era of proactive, data-driven strategies that help teams get 100% visibility into customer interactions and agent performance, ultimately helping you tie your contact center’s performance to tangible business outcomes, like increased revenue and clear ROI.

In this webinar, two industry thought leaders will answer the following questions (and more!) to show you how you can unlock the hidden insights in your contact center:

  • How To Get Started
  • Automation Dos and Don’t
  • Measuring Success
  • Real-Life Examples and Use Cases

Register now!

Lianna Catino
Lianna Catino
Conversation Intelligence Product Marketing Lead, Observe.AI

Lianna Catino is the Conversation Intelligence Product Marketing lead for Observe.AI, an Intelligent Workforce Platform that transforms contact centers through automation. With a focus on market trends and product enablement, Lianna works with CX enterprise leaders looking to expand their AI and data management capabilities in the contact center. Before joining Observe.AI, Lianna led product marketing initiatives at TruSTAR (now Splunk Intelligence Management), SAP, Dell, and Microsoft.

Headshot for Josh Streets
Josh Streets
CEO and Founder, Scoreboard Group

Josh Streets is the CEO & Founder of Scoreboard Group Consulting, a company focused on partnering with HDI and ICMI to help companies find and implement the right technologies to improve the employee and customer experience. Josh is also ICMI’s Technology Practice leader. Learn more about how ICMI’s Technology Practice can help you accelerate your technology roadmap.


Headshot for Tim McElgunn
Tim McElgunn
Principal Analyst, ICMI
Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.

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Topics: Knowledge Management, Strategy, Metrics