Getting Back to Basics: Alvaria Performance™
In the workforce engagement management (WEM) space, there are a lot of sophisticated software solutions out there. From hundreds of advanced scheduling algorithms to complex KPI importing, there’s no shortage of complicated WEM products. With all the complexity– it’s easy to miss the key – sometimes basic functionality that can deliver tremendous value to your organization.

In this session, you’ll get more details about key functionality in Alvaria Performance including:

• What is the Alvaria Performance coaching feature
• Coaching resources
• Example use cases
• How to measure the effectiveness of coaching within Alvaria Performance

Annual Agent Index Study – Key Findings & Insights
A great employee experience is no longer a nice-to-have but a strategy to drive real customer experience results. Much of the focus in the contact center space has been on emerging customer experience technology like digital transformation, chatbots and AI. These are critical capabilities that warrant time and focus for contact center leaders. However, at the center of every technology and process are agents. Maintaining a great employee experience is intrinsic to creating a brand reputation of exceptional customer experiences. But what is the first step to creating a great employee experience? Our latest annual Agent Index Study provides insights you need to get you started.

In this session, we’ll cover key findings from the report such as:

• The current state of agent engagement
• Insight on how agents view skill development and performance
• Agent sentiment about remote work
• How agents share feedback to their leadership

Is Automation and AI Taking Over the Call Center? Does the “Less Human” Approach Work with Your Customers?
AI and automation markets are growing. In fact, according to growth consulting and knowledge services firm MarketsandMarkets, the global business process automation market size is expected to reach $19.6 billion (USD) in 2026. By investing in these technologies, contact centers can transform business models, reduce human error, automate mundane tasks and remain competitive. But how does this impact CX?

Together, let’s discuss:

• Introduction to automation, AI and collaborative intelligence
• The impact on CX
• Areas contact centers are investing in and why
• Success stories from real customers