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Contact Center AI Strategy: The Art and Science of Measuring Automation ROI

Most contact center automation has not resulted in tangible ROI. Contact center leaders must avoid costly mistakes such as applying traditional contact center metrics to the automation strategy. In this webinar, Skand Bhargava will demystify the ROI for contact center automation and share what to measure and what not when assessing automation ROI.

Discussion topics:

  • Pitfalls and blind spots in ROI measurement
  • Which factors to include and which ones to avoid?
  • How to include tangible and intangible benefits?
  • Introduction to Avaamo Contact Center AI Savings model


Skand Bhargava
Head of AI Research

Skand Bhargava comes from strong thought leadership background in contact center automation space and is responsible for Avaamo’s unique value proposition and positioning of its offerings, product leadership and patented technology with all relevant stakeholders in the marketplace. In his prior role at Everest Group, he led the CXM advisory practice managing relationships with Fortune 500 companies and leading vendors in the CXM space. With over 12 years of advisory experience, Skand’s passionate about the interplay between contact center, customer experience, and conversational AI.

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