During the session, Datos Insights Senior Principal Deb Zawisza and RingCentral Head of Industry Strategy for Financial Services Matthew Lehman, explored:
- Current challenges in gaining insights into operations and interactions
- The complexities, obstacles, and opportunities of hybrid work arrangements in contact centers
- How AI tools like sentiment analysis, real-time coaching, and escalation systems are paving the way for 100% quality assurance
- The latest advancements in omnichannel platforms and Generative AI, which enhance data integration and remove barriers to CRM systems