by Team Capacity | Nov 10, 2026 | Artificial Intelligence
If you run quality assurance at a contact center, you already know the math doesn’t work. Your agents handle thousands of interactions every week. Your QA team manually reviews a fraction of them, sometimes just 1% to 3%. You build your scorecards, calibrate...
by Eglė Račkauskaitė | Nov 6, 2026 | Artificial Intelligence
If you’re looking for an end-to-end guide on how to audit AI in a contact center, you’ve come to the right place. Whether you’re just learning how to implement AI agents or already running them at scale, audits and ongoing monitoring ensure your AI systems are safe...
by Eglė Račkauskaitė | Nov 6, 2026 | Artificial Intelligence
Automated quality assurance (auto QA) helps contact and call centers evaluate every customer interaction at scale, no manual sampling required. It scores 100% of your interactions against your own custom criteria without you breaking a sweat, and it collects data that...
by Eglė Račkauskaitė | Nov 6, 2026 | Artificial Intelligence
The EU AI Act, which came into effect in August 2026, has changed the way businesses in the EU, and those that target customers in the bloc, have to disclose their use of AI. While the new requirements for AI compliance affect almost every business, contact centers...
by Eglė Račkauskaitė | Nov 6, 2026 | Artificial Intelligence
Automated quality assurance (auto QA) is one of the most versatile tools at your disposal to catch compliance mishaps and script drift and to improve customer experience (CX) at scale. It scores 100% of interactions, which makes it not only a good call center quality...
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