Agent Centered Quality Management with AI and ML

Agent scorecards and Quality Management (QM) have been used for decades in contact centers. During this webinar, Dave Rennyson, CEO of SuccessKPI will engage in a discussion with Paul Lasserre, AI/ML Solutions Lead, at AWS and Terry Lang, Director of Customer Experience at Edcor, on the power of AI and ML for agent coaching in contact centers.

Learn how to focus on agent development while leveraging a modern toolset powered by AI and Machine scoring technologies.


Terry Lang

Director of CX, Edcor

Paul Lasserre

AI/ML Solutions Lead, AWS

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