27^th Annual Call Center Industry QA & CX Conference Agenda

Gen AI-Driven Agent Self-Coaching to Boost CSAT Performance

SQM’s Agent Self-Coaching uses Gen AI-predicted CSAT results to show agents what’s driving their results and uses Gen AI insights for targeted suggestions so agents can boost CSAT.

We will share our best practices for agent self-coaching, such as:

• Discover how SQM’s Gen AI–powered Agent Self-Coaching uses predicted CSAT for every call to help frontline agents understand the “why” behind their results.
• Explore how self-coaching improvement suggestions show agents exactly what to do differently on future calls (empathy, call ownership, resolving effort, etc.).
• See examples of agent dashboards and coaching journeys that motivate agents through micro-goals, quick wins, and recognition based on CSAT impact.
• Hear case examples of contact centers using agent self-coaching to drive higher CSAT, better QA alignment, and improved agent engagement and retention.

Gen AI-Driven Repeat Calls Root Cause Analytics to Reduce Costs

SQM’s Gen AI–powered Repeat Call Root Cause analysis identifies why customers are calling back and delivers clear insights and suggestions to agents and supervisors, helping them increase First Call Resolution, decrease repeat volume, and reduce operating costs.

We will share our best practices for Repeat Calls Root Cause, such as:

• Learn how SQM’s Gen AI–powered repeat call root cause analytics identifies why customers are calling back and which issues are driving repeat volume.
• See how agents and supervisors get clear, root cause insights into the top drivers of repeat calls at the team, queue, and individual agent levels.
• Explore actionable suggestions that guide agents on what to do differently on the FCR (e.g., probing, setting expectations, resolving upstream issues).
• Discover how root cause analytics pinpoints process, policy, and training gaps that cause repeat calls.

This track shows leaders how to turn AI from experiments into a reliable CX engine. We’ll focus on the data foundations, governance, and guardrails needed so AI can safely improve FCR, CSAT, personalization, and efficiency—protecting customers and the brand while delivering real business value.

Speaker will present: Enterprise-level choices, investment, and risk.

• Setting an AI roadmap for service: build/buy/partner decisions
• Data foundations for AI (interaction data, knowledge, CRM, privacy)
• Governance: risk, compliance, model oversight, and ethics
• Measuring AI ROI: containment, FCR, NPS/CSAT, cost-to-serve

This track shows leaders how to connect the dots between FCR, customer loyalty, and cost to serve in clear financial terms. We’ll explore how improving FCR reduces repeat volume, churn, and operating costs—while increasing retention and lifetime value. Leaders will learn how to build business cases, design executive scorecards, and prioritize investments by showing exactly how better CX pays off on the P&L.

Speaker will present: Connecting SQM-style CX metrics to financial outcomes.

• Quantifying the value of FCR and low-effort experiences
• Framing CX investments in P&L language (churn, retention, upsell)
• Executive scorecards: CX + EX + financials in one view
• Business cases: where to double down vs where to cut

This track focuses on designing smart, future-ready service journeys—not just adding more channels. Leaders will learn when to automate, when to route to a human, and how to align channels, branding, and operations so omnichannel and self-service lower cost and lift CX in 2026 and beyond.

Speaker will present: Choosing the right channels, not just more channels.

• Designing journeys that blend digital, AI, and human support
• When to push self-service vs route to a human (and why)
• Aligning brand promise, service design, and operations
• Integrating contact center, digital, and product roadmaps

This track looks at how AI and hybrid work are reshaping the service organization—who you hire, how you structure teams, and how you manage risk. We’ll explore new roles (like CX analytics and AI owners), higher-skill frontline profiles, and what it takes to move from a high-churn call center to a trusted CX hub. Leaders will learn how to redesign org structures, manage fraud and compliance exposure, and lead change so people, process, and technology move forward together.

Speaker will present: Org design and leadership in an AI + hybrid world.

• New roles: AI product owners, conversation designers, CX analytics
• Workforce strategy: from high-churn call center to skilled CX hub
• Managing fraud, security, and regulatory risk in the contact center
• Change leadership: bringing unions, HR, IT, and operations along

Discover how XYZ company provides world-class First Call Resolution, Customer and Agent Satisfaction performance. They will share some of their great customer service results and insights on how they achieved their success, such as:

• Sharing their FCR, CSAT, and Esat results
• Their secret sauce for achieving world-class CX
• How they collaborate with other departments/functions
• Their best learning and biggest mistake

Discover how XYZ company provides world-class First Call Resolution, Customer, and Agent Satisfaction performance. They will share some of their great customer service results and insights on how they achieved their success, such as:

• Sharing their FCR, CSAT, and Esat results
• Their secret sauce for achieving world-class CX
• How they collaborate with other departments/functions
• Their best learning and biggest mistake

Our new mySQM™ Auto QA software is here! Come to the demo booth for a short presentation on how you can evaluate 100% of the calls, benchmark QA metrics, and QA scores, and predict CSat scores. Speak with SQM's experts on using mySQM™ Auto QA to improve CX, EX, and costs.

Gen AI-Driven Agent Self-Coaching to Boost CSAT Performance

SQM’s Agent Self-Coaching uses Gen AI-predicted CSAT results to show agents what’s driving their results and uses Gen AI insights for targeted suggestions so agents can boost CSAT.

We will share our best practices for agent self-coaching, such as:

• Discover how SQM’s Gen AI–powered Agent Self-Coaching uses predicted CSAT for every call to help frontline agents understand the “why” behind their results.
• Explore how self-coaching improvement suggestions show agents exactly what to do differently on future calls (empathy, call ownership, resolving effort, etc.).
• See examples of agent dashboards and coaching journeys that motivate agents through micro-goals, quick wins, and recognition based on CSAT impact.
• Hear case examples of contact centers using agent self-coaching to drive higher CSAT, better QA alignment, and improved agent engagement and retention.

Gen AI-Driven Repeat Calls Root Cause Analytics to Reduce Costs

SQM’s Gen AI–powered Repeat Call Root Cause analysis identifies why customers are calling back and delivers clear insights and suggestions to agents and supervisors, helping them increase First Call Resolution, decrease repeat volume, and reduce operating costs.

We will share our best practices for Repeat Calls Root Cause, such as:

• Learn how SQM’s Gen AI–powered repeat call root cause analytics identifies why customers are calling back and which issues are driving repeat volume.
• See how agents and supervisors get clear, root cause insights into the top drivers of repeat calls at the team, queue, and individual agent levels.
• Explore actionable suggestions that guide agents on what to do differently on the FCR (e.g., probing, setting expectations, resolving upstream issues).
• Discover how root cause analytics pinpoints process, policy, and training gaps that cause repeat calls.

This track is about making AI work on the floor, where customers and agents actually feel it. We’ll explore how to utilize AI for real-time agent assistance, smarter routing, and automated QA and summarization—without disrupting your operations or culture. Managers will leave with practical ways to deploy, tune, and roll out AI, enabling it to boost FCR, CSAT, and day-to-day efficiency.

Speaker will present: Making AI useful on the floor, not just in strategy decks.

• Agent assist, real-time guidance, and next-best-action
• AI in QA: auto-scoring, call summarization, coaching queues
• Tuning bots & IVR based on FCR / CX insights
• Playbooks for introducing AI to frontline teams

This track focuses on helping managers coach agents through tougher, more emotional conversations in a remote and hybrid world. We’ll look at practical techniques for building empathy and resilience, using QA and AI insights to target coaching, and keeping teams engaged when they’re not in the same room. Leaders will leave with concrete tools for side-by-sides, calibrations, and feedback that improve FCR, CSAT, reduce escalations, and support agent well-being.

Speaker will present: Day-to-day people leadership when calls are more complex, and staff are remote/hybrid.

• Coaching complex, emotionally charged interactions
• Handling escalations and vulnerable customers
• Remote/hybrid performance management and engagement
• Practical toolkits: side-by-sides, call calibration, “EQ plus IQ” skills

This track is about modernizing quality, so it reflects the whole customer journey, not just AHT and a basic QA score. We’ll explore how to redesign scorecards around CSAT, effort, empathy, and outcomes, and how to combine VoC, QA, and analytics to pinpoint what really drives CX. Managers will leave with practical ideas to update forms, calibrations, and reporting so quality drives meaningful improvements—not just compliance.

Speaker will present: Evolving quality programs around CSAT and end-to-end CX.

• Redesigning QA forms to reflect complexity, empathy, and effort
• Using VoC and QA together to drive CSAT
• Closing the loop: feeding insights back to processes and self-service
• Manager dashboards: which metrics to watch daily vs monthly

This track is about hitting service and CX targets when every dollar and FTE is under scrutiny. We’ll explore smarter forecasting and staffing, using analytics to cut avoidable contacts, and turning daily huddles, dashboards, and front-line ideas into a simple continuous improvement engine. Managers will leave with practical ways to protect FCR, CSAT, and customer experience while controlling cost per contact.

Speaker will present: Hitting service and CX targets when resources are tight.

• Smarter forecasting and staffing in volatile demand
• Practical levers for reducing repeat contacts and unnecessary volume
• Root-cause analysis on low FCR and high effort
• Building CI habits: huddles, front-line idea systems, small experiments

Discover how XYZ company provides world-class First Call Resolution, Customer and Agent Satisfaction performance. They will share some of their great customer service results and insights on how they achieved their success, such as:

• Sharing their FCR, CSAT, and Esat results
• Their secret sauce for achieving world-class CX
• How they collaborate with other departments/functions
• Their best learning and biggest mistake

Discover how XYZ company provides world-class First Call Resolution, Customer, and Agent Satisfaction performance. They will share some of their great customer service results and insights on how they achieved their success, such as:

• Sharing their FCR, CSAT, and Esat results
• Their secret sauce for achieving world-class CX
• How they collaborate with other departments/functions
• Their best learning and biggest mistake

Our new mySQM™ Auto QA software is here! Come to the demo booth for a short presentation on how you can evaluate 100% of the calls, benchmark QA metrics, and QA scores, and predict CSat scores. Speak with SQM's experts on using mySQM™ Auto QA to improve CX, EX, and costs.