About the Webcast
Contact centers are at a tipping point, with tariffs on and off and other constant changes impacting your consumers and driving new call types that agents need to handle effectively. Customer service executives are balancing sky-high customer expectations with the need to keep operations smooth and human. In this unique webcast, we’re not just talking at you—we’re collaborating together. Share your toughest challenges, from long and increasingly challenging calls to agent burnout, we’ll explore practical, unexpected solutions to transform how your team connects and thrives.
Join us as we tackle how to:
- Uncover insights that save time and stress: Bring your data headaches to the table, and we’ll show you how to get clear, instant snapshots of customer trends so you can focus on decisions. Stay on top of rapid changes, and have easy conversations with your data.
- Explore remote agent training: With many agents working remotely, effective coaching and training have become major challenges. We'll explore proven strategies for overcoming these issues and empowering your team, no matter where they are.
- Overcome agent resistance to feedback: Agents sometimes view QA evaluations as criticism rather than helpful guidance, leading to tension and disengagement. We'll explore strategies to shift this perception, fostering a positive, growth-focused culture while still maintaining high standards.
- Empower agents without micromanaging: Share your struggles with agent performance, and see how to automatically track empathy, adherence, and compliance, freeing you to coach with confidence.
Tell us your priorities: sales, retention, or long training times, and we will talk about real-time, seamless agent guidance that delivers results without piling onto your plate. Join session leaders Daniel Ziv from Verint and Radu Cristea of Avaya, who together bring over 40 years of contact center experience, as they lead a discussion on how proven strategies and solutions can drive significantly improved outcomes.
About the Presenters
Daniel Ziv, Vice President, AI and Analytics, Product and GTM Strategy, Verint
Daniel has been leading Verint’s
AI and Analytics offerings and strategy since 2002 and has been instrumental in
implementing CX automation solutions with many global 1000 organizations with
quantifiable impact and ROI.Daniel is a
published author and frequent speaker at leading industry events, he is a
patent holder and industry pioneer of speech analytics.He holds an MBA, Magna Cum Laude,
in Marketing from Tel-Aviv University and BSc. Cum Laude, in Electrical
Engineering from the Technion Institute of Technology.
Radu Cristea, Product Manager, Avaya
Radu is a Product Manager at Avaya with two decades of expertise in Contact Center and Workforce Engagement Management, encompassing Services, Solutions Architecture, Pre-Sales, and Product Management. Radu is driven by a passion for learning and collaborating with visionary teams. He holds a MSc. in Electrical Engineering from the Polytechnic University in Bucharest. Outside of work, Radu loves travelling and experiencing the world with his wife, from the saddle of their motorcycle.