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Turning Turbulence into Triumph - Ways to Empower Your Agents
Live Date: May 15, 2025. PLEASE SIGN IN FOR THE RECORDING.
Presented by: D. Daniel Ziv, Vice President, AI and Analytics, Product and GTM Strategy, Verint, and
Radu Cristea, Product Manager, Avaya
About the Webcast
Contact centers are facing increasing pressure to quickly deliver tangible outcomes to improve efficiency and elevate the customer experiences.
Below are just a few issues we will tackle:
- 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.
- How to overcome agent resistance to feedback: Agents sometimes view QA evaluations as criticism rather than helpful guidance. We'll explore strategies to shift this perception, fostering a positive, growth-focused culture.
- Empowering 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.
- Uncover insights that save time and stress: Bring your data headaches to this session, and we’ll discuss how to get clear, instant snapshots of customer trends so you can focus on decisions.
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.