Reimagining third-party contact center support with AI

DATE: November 18, 2025
TIME: 1:00 - 1:30 PM CT

Outsourcing contact center operations—whether for after-hours coverage, overflow, or permanent third-party vendors—has long been seen as a quick fix for staffing challenges. But these arrangements often come with hidden costs, inconsistent experiences, and missed opportunities for growth.

In this webinar, we’ll share insights from the new research report “Reinvest, Reallocate, Right-Size: Unlocking the Contact Center’s Strategic Value with AI,” produced by Glia in collaboration with Metric Sherpa. Based on a survey of 945 contact center leaders, the report reveals how forward-thinking organizations are reducing costs, strengthening loyalty, empowering teams, and unlocking new strategic value with AI.

Attendees will learn how to:

• Identify the hidden costs of third-party contact center support and how AI can deliver more predictable, scalable efficiency.
• Improve customer loyalty and retention by ensuring consistent, branded experiences instead of vendor handoffs.
• Empower frontline teams by reducing backlogs and stress caused by outsourced interactions.
• Transform once-outsourced conversations into strategic insights that drive product, marketing, and CX innovation.

THOUGHT LEADERS:

Justin Robbins
Founder & Principal Analyst
Metric Sherpa

Justin Robbins is a leading voice in customer experience strategy and operations. As Founder and Principal Analyst at Metric Sherpa, he helps CX solution providers and enterprise brands align strategy with execution—driving outcomes, not just ideas. With two decades of experience in CX, contact centers, and SaaS go-to-market, Justin has advised Fortune 500s and top tech firms, led global research at ICMI & HDI, and served on the boards of CX Accelerator, ICMI, and QATC.

Andrea Argueta
Lead, Financial Institution Advisory
Glia

Andrea Argueta is a financial services leader with more than a decade of experience improving customer success and member experience in credit unions and banks. As Lead of Financial Institution Advisory at Glia, she partners with community banks and credit unions to transform their contact centers, helping them modernize operations, optimize third-party support strategies, and deliver human-centered service at scale. Andrea has also held executive roles in credit unions, where she focused on operational efficiency, digital transformation, and building strong member relationships.

Isio Nelson
Managing Director, Thought Leadership, Fraud & Research
ProSight Financial Association

Isio is Managing Director of Thought Leadership, Fraud & Research at ProSight Financial Association. ProSight was formed through the merger of BAI and RMA in early 2024 with the purpose of empowering financial services leaders to strengthen and advance our industry through agnostic data driven insights, industry thought leadership, training, peer networking and decision support solutions. In his role at ProSight, Isio has three distinct leadership roles responsible for the thought leadership that helps inform the financial services industry, leading ProSight’s Fraud Initiatives and leading the industry leading syndicated research and consortium based comparative benchmarking research for U.S. Retail Banking providers. Prior to ProSight, Isio has led multiple teams and business units at Equifax, IXI, Citi, Capital One, and a Startup Fintech lender. Isio holds a Master of Business Administration from the Kellogg School of Management – Northwestern University.