AI + Humans: Why Quality Management Matters Now More Than Ever

Watch this on-demand webinar featuring CX leaders Juanita Coley, CEO & Founder of Solid Rock Consulting, and Manali Dongre, Director of Product Management at Cisco, as they explore how AI, automation, and AI agents are reshaping Quality Management in today’s contact centers. 

As AI-driven interactions increase, many CX teams are discovering hidden gaps caused by disconnected systems and inconsistent data. In this session, you’ll get practical guidance on improving visibility across both human- and AI-led interactions, along with an introduction to Webex AI Quality Management and how it supports unified QM.

You’ll learn how to: 

  • Identify gaps in AI-led and AI-assisted customer interactions. 
  • Use unified Quality Management to improve customer experience and contact center efficiency. 
  • Strengthen coaching, insights, and decision-making with clearer, more consistent data.
Speakers
Juanita Coley
VP of WFM & CX Strategy, Solid Rock Consulting
Manali Dongre
Director of Product Management, Cisco

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