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Nobelbiz Webinars – Live roundtable
AI, Automation & the Human Touch
Balancing Tech & Talent in the Contact Center Industry
Join us for an insightful webinar, “AI, Automation & the Human Touch: Balancing Tech & Talent in the Contact Center Industry,” where we’ll explore how to integrate AI-driven automation while preserving the human element in customer interactions.
As AI and automation continue to reshape the contact center landscape, finding the right balance between technology and human expertise is critical for delivering exceptional customer experiences. This session will dive into practical strategies for leveraging AI to enhance efficiency without sacrificing personalization and empathy.
Hosted by Michael McGuire from NobelBiz, with special guest Juanita Coley, CEO and Founder at Solid Rock Consulting, this webinar will provide expert insights on blending AI, automation, and workforce optimization to future-proof your contact center.
You will learn:
✅ The latest AI and automation trends transforming contact centers
✅ How to balance AI efficiency with human empathy in customer interactions
✅ Best practices for integrating AI-driven tools without losing the human touch
✅ The evolving role of contact center agents in an AI-augmented workforce
✅ Actionable strategies to implement AI for workforce management, call routing, and customer support
Join a lively conversation with:
Michael McGuire
Senior Contact Center Software Consultant, NobelBiz
With over two decades of contact center expertise, Mike excels in strategic execution and adeptly communicates across all management tiers. Proficient in analysis, staff management, and team leadership for surpassing service level requirements, he successfully launched five international call centers and managed ten as a Center/Regional Manager.
Juanita Coley
CEO & Founder, Solid Rock Consulting
With over a decade of experience in contact center operations and workforce management, Juanita Coley is a leader in optimizing technology, strategy, and performance. As CEO & Founder of Solid Rock Consulting, she helps businesses implement AI-driven solutions while maintaining a strong human connection in customer interactions.