Closing the Gap Between Insight and Action in the Contact Centre – Webinar

Date: 15 October 2025, 05:00 PM | 12 PM EDT

Location: Virtual

Join Creovai COO Simon Black and Metric Sherpa Founder Justin Robbins as they reveal how top contact centres are breaking down data silos to drive real operational change.

Learn practical strategies for transforming customer conversations into continuous improvement opportunities that reduce churn and boost service quality.

Drawing from Creovai’s latest Business Impact Report, the session will equip contact centre leaders with frameworks to move beyond traditional QA models and create faster cycles between issue detection, coaching, and measurable business results.

Creovai will be exploring:

• Why conventional QA fails at scale
• How to link real-time guidance with long-term outcomes
• Actionable frameworks for turning data insights into frontline performance improvements

Author: Hannah Swankie

Reviewed by: Hannah Swankie