Kimberly Agin - "Advanced AI Data Strategies for Contact Centers"
Kimberly Agin, Head of Business Performance and Enablement, Voice & Chat Automation/Contact Center at KeyBank, explains how contact centers earn a strategic seat by bringing rigorous, data-led insights. She outlines building a trusted data asset and client-centric metadata. She shows cross-functional wins and AI validation. She ends with a call for serious, enterprise-wide data strategy.
WOW-24-7
Contact Centers
What’s Inside [3:44] Introduction to Kimberly Agin [30:30] Full Podcast Episode [3:12] Episode Highlights [4:54] From Metrics To Meaning That Drives Action [2:24] Upskilling Talent by Letting AI Handle Low-Value Tasks [4:48] Building A Trusted Data Asset For AI Readiness [1:48] Treating Data Like A Useful Everyday Product [4:11] Unlocking Unstructured Data For Enterprise Insight [3:18] Unifying Team Under a Modern CX Factory [1:29] Take Data Seriously: Invest, Govern, Productize [0:58] Short – Building A Trusted Data Asset For AI Readiness [0:57] Short - Unlocking Unstructured Data For Enterprise Insight
Full Episode “Whoever owns the data and knows the data is going to win the AI future.” - KIMBERLY AGIN
(3:12) Episode Highlights
(4:54 Video) From Metrics To Meaning That Drives Action “We were able to gain a seat at the table because we were able to harness the power of all the data, put it into actual visualizations, run analytics against it, and then present it in a way that our business partners are comfortable understanding and seeing.” - KIMBERLY AGIN
(2:24 Video) Upskilling Talent by Letting AI Handle Low-Value Tasks “We're looking at the advancements in AI technology to help us move non-human-worthy tasks to AI and upskill and up-tier our talent so that they can handle the more complex tasks.” - KIMBERLY AGIN
(4:48 Video) Building A Trusted Data Asset For AI Readiness “We spent a lot of time cultivating our data environment so our validation efforts and our efforts to leverage new technology aren't going to be spent wondering where that data is, wondering if it's correct, hoping that the answer it just gave us is right or wrong. We know.” - KIMBERLY AGIN
(1:48 Video) Treating Data Like A Useful Everyday Product “People shy away from data because it seems really complicated, but it is not. When you start to get to the fundamentals of what it is you need, how it looks, and how to interact with it, it takes away that scary factor.” - KIMBERLY AGIN
(4:11 Video) Unlocking Unstructured Data For Enterprise Insight “Unstructured data, whether that be voice conversations or chat conversations, is our huge asset in the contact center.” - KIMBERLY AGIN
(3:18 Video) Unifying Team Under a Modern CX Factory “Our factory continuously works because no one has to step out of their lane to worry about what another area of the factory is doing.” - KIMBERLY AGIN
(1:29 Video) Take Data Seriously: Invest, Govern, Productize “Understanding the importance of what happens in the contact center and the data of the contact center, and embedding that in every area of the organization, is important.” - KIMBERLY AGIN
YOUTUBE SHORT: Building A Trusted Data Asset For AI Readiness “We spent a lot of time cultivating our data environment so our validation efforts and our efforts to leverage new technology aren't going to be spent wondering where that data is, wondering if it's correct, hoping that the answer it just gave us is right or wrong. We know.” - KIMBERLY AGIN
YOUTUBE SHORT: Unlocking Unstructured Data For Enterprise Insight “Unstructured data, whether that be voice conversations or chat conversations, is our huge asset in the contact center.” - KIMBERLY AGIN
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