Operational leaders are under increasing pressure to improve performance, maintain service quality and demonstrate measurable impact - all while managing rising demand and increasing complexity across channels.

In this session, we’ll explore how IGLU is using Quality Management and advanced Analytics within its WEM platform to move beyond compliance reporting and towards true operational control.

Featuring practical insight from IGLU’s recent WEM journey, alongside perspectives from Calabrio and Business Systems, we’ll discuss:

• How Quality is evolving from compliance monitoring to performance enablement
• How interaction Analytics can surface actionable operational insight
• Practical steps taken to improve coaching effectiveness and visibility
• The role of AI in enhancing Quality processes and reducing manual effort
• Lessons learned from embedding Analytics into day-to-day operational decision-making

This session will provide real-world, practitioner-led insight for contact centre and operations leaders looking to unlock more value from their existing WEM investment and build a stronger, insight-led performance culture.

Speakers