CCMA Sponsor Event - NICE, Microsoft and IBM - Mastering the Art of Contact Centre Talent Retention in the AI era.

Date: 15/03/2024

Venue: One Microsoft Place, South County Business Park, Carmanhall, Leopardstown, Dublin, D18 P521.

Join us for an immersive event delving into the dynamic world of Contact Centre Talent Retention, where cutting-edge technologies like Generative AI are reshaping the landscape.

In today's competitive business landscape, retaining skilled and motivated contact centre agents is crucial for delivering exceptional customer experiences. Generative AI offers innovative solutions to address this challenge, providing automated insights into agent performance, sentiment analysis of customer interactions, and personalised training modules tailored to individual strengths and weaknesses.

As customer expectations evolve, so does the need for skilled and engaged contact centre professionals. This event brings together industry experts and thought leaders from NICE, IBM and Microsoft to explore how these technologies can revolutionise talent retention strategies.

From leveraging Generative AI to analysing vast amounts of data and identifying patterns that lead to employee turnover to fostering a culture of continuous learning and growth through AI-driven coaching platforms, this event promises to equip you with the knowledge and tools needed to build a resilient and high-performing contact centre team. You can take advantage of this opportunity to gain a competitive edge in the evolving customer experience landscape.

Elevate your contact centre workforce with the power of Generative AI, and elevate your success!

Our Panelists

  • Graeme Gabriel –WFO Solution Consultant, EMEA, NICE
  • Ken Cregan – Associate Partner – Customer Transformation, IBM
  • David Power - Senior Technology Specialist (Service & Power Platform), Microsoft


  • 9:30 a.m. – 10:00 a.m. - Registration, networking and coffee
  • 10:00 – 10:15 – Welcome, Intro & Context (IBM, Microsoft and NICE relationship)
  • 10:15 – 11:00 – Panel Discussion
  • 11.00 – 11:15 – Q&A

Please note competitors to NICE are kindly requested not to register to attend this event. 

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