4-5 March, 2026 | Sydney, Australia
Where Real Engagement Meets Real Opportunity
Sarvesh Jerath
COO Data GMZCCWinter Day One: Wednesday, August 13
11:40 AM IDG A | Rethinking Contact Centre KPIs: The Process Mining Advantage
In a world where traditional dashboards only tell part of the story, contact centres are reimagining how they measure success. Process mining offers a deeper, data driven view of actual workflows revealing the hidden inefficiencies, broken journeys, and performance gaps that traditional metrics often miss. By mapping every interaction as it truly happens, contact centres can go beyond surface level KPIs to drive smarter decisions, boost operational efficiency, provide personalised learning to agents and deliver better customer experiences.
Check out the incredible speaker line-up to see who will be joining Sarvesh.
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