Description

Understanding AI's Role in QA
 A 3-hour workshop for contact center leaders navigating the shift to AI-driven quality assurance

Manual QA used to mean a human listening to a handful of calls each month. That model is largely gone. AI now evaluates 100% of interactions in real time, and while that's a major leap forward, it raises questions most contact centers haven't fully answered: What happens to coaching when every call can be flagged? Is constant feedback building stronger agents, or wearing them down?

This session challenges leaders to rethink QA from the ground up, not by rejecting AI, but by understanding where it genuinely improves quality and where the best contact centers in the industry are drawing the line.

This course is for you if you:

• Lead a team where AI QA has been implemented, or is about to be
• Are unsure whether AI-driven feedback is helping or overwhelming your agents
• Influence how QA and coaching are structured on your team
• Want a clear-eyed view of what top-performing contact centers are actually doing, not just a vendor pitch
• Practical tools for navigating your AI & QA journey

You'll leave with:
A QA Evolution roadmap you can use immediately to audit your current QA approach and identify your next move.

Format: 3-hour virtual workshop
Audience: Contact center managers, supervisors, QA leads, and training leaders