Weaponizing intelligence to drive real contact center transformation

Join us for an illuminating CX Network panel discussion as we unpack what most contact centers struggle with: how to build an intelligent contact center that operationalizes data and insights to power programmatic improvements and transformations.

In our webinar discussion, we'll explore how different organizations are now using AI to identify contact drivers, detect process gaps, surface skill deficiencies, and trigger workflow improvements. You'll see how contact center intelligence across conversation analytics, QM and post-interaction feedback work together as a single layer to improve agent performance, reduce escalations and repeat contacts, improve CSAT, and boost operational metrics like AHT, FCR and containment, and by the end of the webinar, you will leave with a practical model for building a high-performing, intelligence-led contact center.

Key takeaways:

• Discover how to implement a closed-loop CX intelligence model: insight → coaching → automation → measurement
• Learn how AI-led coaching boosts ESAT and improves performance consistency across teams
• Discuss how to use AI-powered insights to reduce cost-to-serve through workflow fixes, automation opportunities, and journey optimization
• Find out how automated QA and multimodal scoring identify real issues and skill gaps across 100% of interactions
  

Speakers include:

Chad Anderson
Head of Customer Care and Roadside Operations
Mercedes-Benz

Chad Anderson holds extensive experience in customer care and operational management, currently serving at Mercedes-Benz USA since October 2018. In this role, Chad has successfully overseen customer care and roadside operations, achieving significant profitability increases for the Mercedes-Benz mbrace and Volkswagen Car-Net programs. Previous experience includes vendor management roles at Verizon Connect, where Chad drove substantial revenue growth and improved training processes. With a strong foundation in operations from roles at e-Transform and Career Connection, Inc., Chad has consistently demonstrated a commitment to enhancing customer experiences and achieving operational excellence. Chad holds a Bachelor of Business Administration from Morehouse College.

Georgina Wilczek
Event Host
CX Network

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