Observe.AI - 3 Steps to Empower Agents with Contact Center AI
Common Sense Network & Learn

Virtual Wine Tasting with 3 Steps to Empower Agents with Conversation Intelligence

A Virtual Wine Appreciation

November 9th, 2021, Successfully held

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Presented by


Here’s what we discussed:

At the end of the day, improving CX is about your people. But how do you immediately enable your agents to deliver a better customer experience? There is a simple recipe or process:

  • Accurate call transcription
  • AI to target key moments for your team’s interactions
  • Automation to scale optimized processes

Want better CX? The answer is better coaching. Empowered agents can drive better customer engagement and satisfaction, and post-pandemic, that’s never been more important.


4 PM – 4:05 PM

Welcome and participant introduction

4:06 PM – 4:10 PM

Introduction of Observe.AI executives

4:11 PM – 4:59 PM

Interactive discussion on the topic

5 PM – 5:25 PM

Guided Wine Tasting by a master sommelier

5:26 PM – 5:30 PM


Solution Expert

Rich Wang
VP, Customer Success, Observe.AI


Jim Charles
Chief Client Officer, Buwelo

Here is what we learned:

Stacy Forsberg, First Vice President, Senior Call Center Support Manager, Flagstar Bank

• Stacy joined the call to hear about best practices and to learn what other companies are doing in the contact center.

Ana Degani, Sr. Director of Customer Service / Center of Excellence Lead Assessor, DHL Express – Americas Headquarters

• Ana joined the call to hear about new trends and technologies, as well as everyone’s experiences.
• DHL Express is seeing an increase in chat and email. Calls are not going down though because the business is growing.
• Her main challenge is setting up standards across call centers of all sizes and in different countries.

Request detailed session notes

We are careful about who we send this key document to. The session notes will be sent based on the request, provided your profile matches our qualification criteria.

About Observe.AI: 

Observe.AI uses Contact Center AI to transform customer experiences and improve agent performance by helping top brands analyze 100% of customer interactions and streamline quality assurance workflows.

With Observe.AI, businesses transcribe every call with high accuracy and coach agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to modern contact centers and their frontline teams.

Participation in this Virtual International Wine Appreciation is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.

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