Drawing on new findings from the latest Call Centre Helper survey, this webinar explores how contact centers are implementing AI-powered quality assurance in practice. Join Derek Corcoran (Founder & CEO, Scorebuddy), Nerys Corfield (Contact Center Consultant, Injection Consulting), and Xander Freeman (Call Centre Helper) as they discuss the transformation from manual, spreadsheet-driven QA to automated, real-time methodologies. Discover real examples of how top-performing teams leverage AI to enhance coaching, ensure consistency, and elevate customer experience—plus the most frequent obstacles hindering operational progress.
What You’ll Learn
- - How contact centres today are really using AI in QA (beyond the hype)
- - Practical ways to move from spreadsheet-based QA to automated and real-time quality
- - How to turn QA data into better coaching, agent performance and customer experience
- - The biggest challenges contact centres face with QA and AI—and how to overcome them
- - Where your operation sits on the QA maturity curve, and what to do next
