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An Enterprise Leader's Data-Driven Quest for Meaningful Contact Center Insight

Sinead Aylward  (Senior Director Contact Center Platforms, Johnson Controls International)

Location: Sun D

Date: Monday, March 25

Time: 10:00 am - 10:45 am

Pass Type: 4-Day Conference Pass - Get your pass now!

Session Type: Breakout Session: End-User Led

Track: CX/Contact Center

Vault Recording: TBD

Join enterprise contact center leader Sinead Aylward as she describes how to go from implementing a modern CCaaS solution to gaining deeper, more actionable insights from the data and related systems that become available post-migration. You'll learn how a migration for a previous employer, completed just days before the pandemic shutdowns, sent her on a quest for insights about how the newly-home-based workers were really performing--which in turn led her to data that enabled the enterprise to improve agent productivity on its journey towards service excellence. She'll also describe the data and analytics queries that helped expose challenging agent behaviors and obstacles to growth. From there, she'll take you forward to get a look at how AI can help data tell the real story of where best to automate self-service journeys. The conclusion? Data doesn't lie, and if we "listen" to what it is "telling" us we can rise above the traditional view of the IT employee and be recognized as heroes by the business.


  • What data from customer engagement systems is most useful in understanding agent behavior and finding opportunities for improved productivity?
  • How do you collect this data and use it to generate meaningful insights?
  • What are the most exciting potential uses for data, enhanced by AI-driven insights, to gain further improvements going forward?
  • How can you gain your own data-driven insights based on where you’re at in the CCaaS migration journey?