How Predictive Behavioral Analytics is Changing the Rules of Employee Engagement
Wednesday, November 12th | 10:30 am EST - 3:30 pm GMT | Live 60 minute webinar
Every day, your employees tell you how they feel - just not with words.
Attrition, unplanned absence, burnout: these aren’t just operational metrics.
They’re emotional signals your systems already record — but you’ve never had the tools to interpret them.
In this live session, Anthrolytics and ContactBabel reveal new research into the emotional drivers behind workforce performance — and how AI-powered Predictive Behavioral Analytics can help you see and act on those emotions before they become resignations.
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You’ll discover:
✅ The hidden emotional patterns behind attrition and absence — and why engagement scores miss them.
✅ Benchmark data from the 2025 “Emotion-Driven Retention” report — across 500+ contact centers.
✅ How AI interprets emotion from operational data (without surveys or extra logins).
✅ Proven ROI models showing $500K savings per 1,000 employees at 30% attrition reduction.
✅ Practical next steps for HR, Operations, and CX leaders to embed emotion analytics into daily workflows.
Speakers
Steve Morrell is the Managing Director of ContactBabel, which was founded in 2001 to provide high-quality research and analysis to the UK contact centre industry. He has written hundreds of research reports and his opinion on contact centres has been featured on the BBC, ITV, Sky, the Guardian. Forbes and the Financial Times. He has also advised the UK government on the effect of offshoring on the UK economy.
Michelle Gaffney is CEO of Call Design, North America and an advisor to Anthrolytics.
An experienced Contact Center executive, Michelle has worked in many different roles in the Contact Center/Workforce Optimization industry, including building eBay's Ireland Contact Centers. She has a deep understanding of and respect for the work that contact center teams do to make their companies successful.
Jonathan Hawkins is the CEO of Anthrolytics, the company behind Predictive Behavioural Analytics — a breakthrough approach that predicts how every person in an organisation feels about that organisation every day, without asking them.
He believes the future of workforce success lies in one simple principle: when you understand how people feel, you can predict what they’ll do next.