Zenarate and Genpact to Lead ‘Develop Top-Performing Agents Through AI Conversation Simulation’ Workshop at Customer Contact Week in Las Vegas


Genpact will share how Zenarate’s AI Coach is transforming its call center performance

Zenarate, the world’s leading conversation simulation solution, and Genpact will co-lead a workshop, “Develop Top Performing Agents Through AI Conversation Simulation,” tomorrow, December 14, at the Customer Contact Week (CCW) conference in Las Vegas. The session, set for 1:30 p.m. PT, will highlight how Genpact, a global professional services firm focused on delivering digital transformation, is using Zenarate AI Coach to create confident top-performing agents delivering industry-leading KPIs.

Customer Contact Week is the world’s largest customer contact event series, taking place in Las Vegas, NV (December 13-16, 2021). It features cutting-edge content from an unmatched collection of the top executives and business leaders in the customer contact and CX profession. CCW was established in 1999 to provide call center leaders an opportunity to discuss best practices for customer service centers.

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Workshop Details:


Brian Tuite, CEO & Co-Founder, Zenarate
Holly Gagnard, VP – Customer Success, Zenarate
Max Feil, Global Head of Customer Service & Contact Center, Genpact
Raj Subramanian, Vice President – Digital and Analytics

The workshop will focus on the power of AI Conversation Simulation, and how Genpact’s AI Coach is empowering its agents to master high-impact call and chat scenarios with live customers by deploying client best and required practices. The session will highlight how AI Coach accelerates agent speed-to-proficiency, closes 2x-to-3x performance gaps, and eliminates compliance anxiety. Workshop attendees will learn how AI conversation simulation creates confident top-performing new hires before their first call and closes tenured agent skill gaps. The workshop will include a live demo immersing both agents and audience members in conversation simulation and real-time coaching. The session will demonstrate how Zenarate’s AI Coach requires no personal or account information and no IT integration for pilot or enterprise deployment.

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