Quality Management, Coaching, and AI- Strategies for Contact Center Excellence
Wednesday Nov 5, 2:00 PM – 3:00 PM EDT — RECORDING
In today’s high-stakes contact center environment, quality isn’t just about checking compliance boxes, it’s about empowering people. Traditional Quality Management and coaching processes often fall short: reactive, inconsistent, and disconnected from meaningful outcomes. But with the rise of generative intelligence, that’s changing fast.
Join this session to explore how leading organizations are reimagining Quality Management and coaching as strategic enablers of agent growth and customer experience. Discover how AI is transforming evaluation into insight, replacing static scorecards with continuous, personalized development, and helping teams scale trust, confidence, and capability across every interaction
Presenter:
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Lilach Zemach, Director, Product Management, NiCE
Lilach has over 17 years’ experience in product management and 28 years overall in the Software / IT industry in various R&D and project management roles. Lilach has been at NICE for the past 12 years, focusing on contact center analytics and quality management, leveraging the contact center and the voice of the customer into a value-adding business function. Substantial experience with high scale customers, has produced a keen understanding of the best practices for managing the evolving contact center and is contributing to building the NICE-CXone products.
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