Search a title or topic

Over 20 million podcasts, powered by 

Player FM logo
Artwork

Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Player FM - Podcast App
Go offline with the Player FM app!

The Future of QA: Why AI is a Game-Changer for Contact Center Quality in 2025

31:39
 
Share
 

Manage episode 453667269 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Send us a text

The way contact centers approach Quality Assurance is undergoing a major transformation, and AI is at the heart of it.
In this episode, we explore how advanced tools are enabling intent analysis, uncovering customer behavior patterns, and streamlining QA processes to deliver more meaningful insights.
Learn how solutions like OttoQa are helping contact centers move beyond traditional scoring models, driving smarter evaluations, and creating better customer outcomes. If you're looking to future-proof your QA strategy, this conversation is a must-listen.

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

  continue reading

241 episodes

Artwork
iconShare
 
Manage episode 453667269 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Send us a text

The way contact centers approach Quality Assurance is undergoing a major transformation, and AI is at the heart of it.
In this episode, we explore how advanced tools are enabling intent analysis, uncovering customer behavior patterns, and streamlining QA processes to deliver more meaningful insights.
Learn how solutions like OttoQa are helping contact centers move beyond traditional scoring models, driving smarter evaluations, and creating better customer outcomes. If you're looking to future-proof your QA strategy, this conversation is a must-listen.

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

  continue reading

241 episodes

All episodes

×
 
Loading …

Welcome to Player FM!

Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.

 

Listen to this show while you explore
Play