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"New Metrics and Analytics for the AI-Forward Contact Center"

Wednesday, November 5, 2025 at 2 PM EST

Traditional contact center metrics, such as Average Handle Time, are failing to capture what really matters—customer experience outcomes. Join experts Josh Streets (Scoreboard Consulting) and Ashley Griggs (NiCE) to discover how leading contact centers are replacing outdated KPIs with AI-powered insights that better illustrate the full CX story. 

In this webinar, we'll discuss how to:

• Move beyond efficiency-only metrics that miss CX impact
• Measure customer sentiment and sentiment recovery as interactions unfold
• Identify compliance and call adherence risks before they escalate
• Quantify empathy and agent performance with precision and speed

Speakers:
Ashley Griggs, Director of Strategic Partnerships, NiCE ElevateAI, NiCE
Ashley Griggs is the Director of Strategic Partnerships at NiCE ElevateAI, where he helps enterprises apply AI to real-world customer experience challenges. With more than 20 years in enterprise software and SaaS, he bridges technology and strategy, turning innovations in transcription, analytics, and generative AI into measurable impact for customers and partners alike.

Josh Streets, Sr. Consultant & Practice Leader, ICMI
Josh is an AI and Customer Experience expert with over 25 years helping organizations blend CX, AI, and operations into something truly human. He leads ICMI’s AI certification for senior leaders and has shared his insights at top events like ICMI Expo, Enterprise Connect, and Execs in the Know. When he’s not transforming the future of CX, you’ll find him trying to fine-tune his pickleball backhand—one unforced error at a time.

Daniel Thomas, Principal Analyst of Enterprise IT, Informa TechTarget
Daniel Thomas is Principal Analyst of Enterprise IT at Informa TechTarget, producing thought leadership content for the HDI and ICMI communities. He has more than a decade of experience researching and writing on the most critical topics of interest for the technology sector, including cybersecurity, AI, data analytics, risk and privacy, networking and digital security policies. He previously served as a Senior Analyst at CyberRiskAlliance and as the Director of Research for GovExec Media in Washington, D.C.

Offered Free by: NiCE ElevateAI
See All Resources from: NiCE ElevateAI