AI in the contact center is driving a shift from maintenance to growth, where productive, well-enabled agents are turning disgruntled customers into upsell opportunities. Innovation-savvy CX leaders are no longer looking at contact centers as cost centers, but instead are identifying new business opportunities and increasing revenue through real-time voice data. As contact center agent options have evolved from high turnover roles to specialists with data access at their fingertips, those on the tech frontier are now implementing voice bots that converse and understand like a human. What's the secret to innovating at breakneck speed? Cost-effective and highly accurate automated transcription (ASR or speech-to-text) is the technology that underpins all of these dramatic changes. 

Join us to hear how Deepgram customers like Call Tracking Metrics, sharpen, Elerian AI, Tethr, and Call Criteria are leading the charge:

• AI in the contact center is driving a shift from maintenance to growth. The two major points of innovation are identifying new business opportunities and increasing revenue (not just cutting cost!)
• Contact center agent options have evolved from high turnover roles to specialists, to augmented specialists with data access at their fingertips or real-time automated guidance. The next step? Voice bots that handle support as well or better than a human.
• Cost-effective and highly accurate automated transcription (ASR or speech-to-text) is the technology that underpins all of these dramatic changes, and Deepgram customers like Call Tracking Metrics, sharpen, Elerian AI, Tethr, and Call Criteria are leading the charge.

---

---

With ever-increasing competition and customer demand, the modern contact centre must keep evolving to ensure it offers a positive customer experience. But when it comes to evaluating customer interactions, it can be a lengthy and manual process, meaning you don’t get a true representation of the customer service you offer. That’s where Conversation Analytics can help.

Jaime Scott, CEO of EvaluAgent, discusses why Conversation Analytics is the future of QA and improvement, how it works and why implementing it will make a huge difference to CSAT and FCR.

---

---

How do you handle more tickets, while improving customer outcomes, without increasing costs? Contact center leaders are being asked to drive greater operational efficiency, but don’t always have the data to succeed. As agents work across more applications and from more locations, including remotely, it is harder than ever to understand how work is done, let alone improve efficiency while keeping up with customer needs. 

This session will share best practices to enable agents for greater productivity and engagement, without blowing up costs. The content comes from research on tens of millions of hours of productivity data captured by Fin’s Work Insights Platform, revealing how contact center teams work across applications and how technology and processes impact outcomes. 

Key Points that will be covered in the session:

• How to use data-driven ways to decrease Average Handle Times around 25%
• Which applications lead to lower agent efficiency and higher tech spend
• How to identify unnecessary manual work or inefficient process flows that slow teams down
• How to discover the “golden path” that agents should take to resolve tickets faster and improve First Call Resolution

---

---

---