<description>&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;p&gt;This episode explores the transformative impact of AI on quality assurance (QA) in contact centers. Hosts Amas Tenumah and Bob Furniss discuss how AI is revolutionizing call monitoring, evaluation, and coaching, emphasizing practical steps for leaders to leverage this technology effectively.&lt;/p&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;p&gt;00:00 Introduction to QA in Contact Centers&lt;/p&gt;&lt;p&gt;00:51 The Impact of AI on Quality Assurance&lt;/p&gt;&lt;p&gt;03:50 Revolutionizing QA Processes&lt;/p&gt;&lt;p&gt;09:09 Shifting Perspectives on QA Monitoring&lt;/p&gt;&lt;p&gt;12:39 Leveraging AI for Enhanced Coaching&lt;/p&gt;&lt;p&gt;17:40 The Future of QA in an AI-Driven World&lt;/p&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;p&gt;&amp;quot;You can listen to 100% of calls now&amp;quot;&lt;/p&gt;&lt;p&gt;&amp;quot;AI can help identify patterns and issues&amp;quot;&lt;/p&gt;&lt;p&gt;&amp;quot;Show the value your QA team delivers&amp;quot;&lt;/p&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;
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This episode explores the transformative impact of AI on quality assurance (QA) in contact centers. Hosts Amas Tenumah and Bob Furniss discuss how AI is revolutionizing call monitoring, evaluation, and coaching, emphasizing practical steps for leaders to leverage this technology effectively. 00:00 Introduction to QA in Contact Centers00:51 The Impact of AI on Quality Assurance03:50 Revolutionizing QA Processes09:09 Shifting Perspectives on QA Monitoring12:39 Leveraging AI for Enhanced Coaching17:40 The Future of QA in an AI-Driven World &quot;You can listen to 100% of calls now&quot;&quot;AI can help identify patterns and issues&quot;&quot;Show the value your QA team delivers&quot;

Contact Center Show

How AI Is Transforming Quality Assurance in Contact Centers

How AI Is Transforming Quality Assurance in Contact Centers

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