Manual QA will always be valuable (you can’t beat the human touch) but to scale your quality assurance program effectively, you’re going to need AI and automation.
However, moving from hype to real-world application is a whole undertaking in itself, so we’ve put together this step-by-step playbook to get you there.
You’ll learn how to move from traditional manual QA to an AI-powered call center quality assurance program, without sacrificing accuracy or human insight
What “AI-powered QA” actually means in practice
A step-by-step crawl-walk-run model for rollout
How to avoid common AI pitfalls (like over-automation or poor data hygiene 😱)
Where to start: Fixing scorecards, getting stakeholder buy-in, and more
A checklist to assess if your contact center is truly ready for AI
This approach is based on our real-world rollouts with enterprise customers, where we’ve seen results like a 60%+ reduction in manual QA workload and a 70%+ increase in QA coverage.
Maybe you’ve already dabbled with AI in your contact center quality assurance program, or maybe you’re coming in totally fresh. Either way this playbook will get you on your way to a scalable QA program that drives customer experience, agent engagement, and operational efficiency.
