What Contact Centres Are Really Doing with QA & AI Right Now

Date: 27th January 2026 
Time: 8am PST | 11am EST | 4pm GMT 

Based on fresh insights from the latest Call Centre Helper survey, this webinar reveals how contact centres are actually using AI in quality assurance today.

Join Derek Corcoran (Founder & CEO, Scorebuddy, Nerys Corfield (Consultant, Injection Consulting) and Xander Freeman (Dir Digital Content, Call Centre Helper) as they unpack the real shift from manual, spreadsheet-based QA to automated and real-time approaches. You’ll see how leading teams are using AI to drive better coaching, consistency and CX—plus the most common blockers still holding operations back.

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

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