How Two Banking Leaders Improve the Caller Experience and Empower Employees With AI

Contact centers are under pressure: rising call volumes, long onboarding cycles, and agent burnout, all while customers expect instant, accurate answers. Hiring more staff isn't sustainable, and legacy IVRs only add friction.

In this fireside chat, we'll explore how Voice AI is reshaping both the front door and the front line of the contact center. 

Our first guest, Colby Tharpe, Regional VP at CPM FCU, will share their journey moving away from a traditional phone tree and legacy "bank-by-phone" experience to Posh's Voice solution as the primary menu. The result: stronger call containment, reduced friction, and a faster, more intuitive experience for members, without sacrificing service quality.

Our second guest, Stephen Goodwine, SVP, Head of Contact Center, will take us inside the contact center, where AI doesn't replace agents; it empowers them. Learn how real-time knowledge at agents' fingertips creates consistency, boosts efficiency, and builds confidence during live member interactions. We'll also preview what's next: an AI-powered training simulator that uses role-playing to help agents practice, refine, and elevate skill delivery before they ever take a live call.

Whether you're focused on improving self-service, strengthening agent performance, or aligning technology with human outcomes, you'll leave with practical insights and real-world results from two leaders who are bringing AI to life in practical, measurable ways.

What You'll Learn

• How Voice AI replaces legacy IVRs with real call resolution
  Reduce call volume and friction while delivering faster, more intuitive customer experiences.
  
  
• How AI elevates agent performance in real time
  Give agents instant knowledge during live calls to improve consistency, efficiency, and retention.
  
  
• How AI-driven training accelerates readiness and onboarding
  Use role-based simulations to prepare agents faster and improve performance before day one.