Measuring CX Conversations in 2027: Why empathy, practice, and coaching finally have a scoreboard
Live Date: Thursday, November 19th | 2PM ET
With AI increasingly resolving frontline support issues, human employees are pivoting to the higher-value, human-centric conversations.
In theory, this is incredibly exciting. In practice, it is extremely intimidating.
The reason? Many of today’s contact centers suffer from the Conversation Performance Gap: four distinct challenges that inhibit their ability to develop, score, coach, and retain teams capable of conveying real empathy, building meaningful connections, and generating lasting ROI.
This webinar will help you close this gap. You will learn how to reframe empathy for the AI-powered world, rebuild your customer contact scorecard, and revitalize employee (and supervisor) coaching and development. The end result will be a contact center built for conversation performance, capable of delivering exceptional experiences in the moments that matter.
Topics include:
- 4 challenges that create the Conversation Performance Gap in contact centers
- Mistakes brands make in pursuit of an “AI for simple, humans for high-stakes” model
- Methods for defining and measuring conversation performance, with case studies to prove the ROI
- Keys to transforming QA and coaching for the era of empathy-driven CX
- Blueprint for redefining employee experience in the AI-powered contact center
