Contact centres are evolving—are you keeping up?
Join Scott Brownlee, Director of Product Training & Customer Engagement, and Liahona Tiatia, Executive VP of Asia Pacific Sales & Development, from TCN as they explore how AI-powered Workforce Optimisation (WFO) and Conversation Analytics can revolutionise the way you manage quality assurance, compliance, and agent performance.
This session will cover real-world applications of AI-driven conversation transcriptions (Voice, SMS, and Live Chat) and how to:
- Automatically flag keywords and phrases to monitor compliance and quality
- Rapidly identify conversations that need manager intervention
- Empower agents with instant coaching directly within conversations
- Use AI-driven sentiment analysis and topic modeling to uncover trends, improve customer interactions, and boost agent success
Key Takeaways:
- How AI enhances WFO and quality monitoring
- Best practices for leveraging TCN’s tools for agent coaching and compliance
- How to streamline quality evaluations and drive better performance
- Actionable insights to improve customer experience and operational efficiency
Whether you are a Contact Centre Manager, QA Manager, Training Manager or part of your Compliance Team, this is the session for you. Don’t miss this chance to level up your contact centre operations!
