In this session, learn about key considerations when choosing an AI tool for your contact centre. What does “performance” really mean when it comes to predictive AI? How should user adoption and usability be taken into account? How does a system achieve GDPR compliance and make it easy to maintain that compliance? And finally, where do you find the balance between data security and business needs.
Jeanette Hunter
Contact Centre Specialist
Jabra
Jabra UK Contact Centre Specialist Jeanette Hunter has an inherent understanding of the sector and regularly provides insight and thought leadership into topics such as the contact centre of the future, agent engagement and customer satisfaction. As the Jabra in-house expert, Jeanette works closely with contact centres to fulfil business needs and overcome industry challenges. With over 20 years of industry experience, Jeanette is uniquely qualified as the Jabra subject matter expert. Having held a number of senior positions in the sector, with experience in operations, project management and contact centre management, she has a comprehensive knowledge of contact centre development and strategies.
Jim Wang
Head of Business Management, Engage AI
Jabra
As the Jabra Head of Business Management for Engage AI, Jim Wang spans both the business and technical worlds when it comes to AI tools and he is our global in-house specialist for AI within the Contact Centre. He brings this expertise to product first, building compliance by design and then to implementation, to ensure privacy-safe deployments for each customer of our Engage AI contact centre conversation analytics software. Jim is also a key Jabra contact on data privacy and GDPR. With 15 years of experience in both hardware and software, across functions, Jim takes a broad view to industry challenges and opportunities. He holds a firm belief that AI done right, can benefit all stakeholders: customers, employees and business. With this view, Jim shows how Jabra Engage AI, the tone-based agent guidance and conversation analytics software, can supercharge performance for agents and call centres.
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