I Was There When Quality Monitoring Began—Now I’m Watching AI Transform It All Over Again
What if the biggest changes in contact centers aren’t really new at all—just lessons we keep relearning?
For over 30 years, we’ve been chasing the perfect balance between quality and quantity, the same tension that started when call monitoring was done with cassette tapes. Now, AI promises to revolutionize quality monitoring again—but unless leaders understand the five unchanging truths of this industry, they risk repeating the same mistakes with newer tools.
In this milestone 150th episode, you’ll discover:
How lessons from the early days of quality monitoring reveal what AI must do differently to actually deliver faster, better, cheaper results.
Why technology should always be treated as the driver, not the destination—and how that mindset changes everything.
The five timeless truths every contact center leader must embrace to create a thriving, not just surviving, organization.
All content for The Contact Center Coach is the property of The Contact Center Coach and is served directly from their servers
with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.
I Was There When Quality Monitoring Began—Now I’m Watching AI Transform It All Over Again
What if the biggest changes in contact centers aren’t really new at all—just lessons we keep relearning?
For over 30 years, we’ve been chasing the perfect balance between quality and quantity, the same tension that started when call monitoring was done with cassette tapes. Now, AI promises to revolutionize quality monitoring again—but unless leaders understand the five unchanging truths of this industry, they risk repeating the same mistakes with newer tools.
In this milestone 150th episode, you’ll discover:
How lessons from the early days of quality monitoring reveal what AI must do differently to actually deliver faster, better, cheaper results.
Why technology should always be treated as the driver, not the destination—and how that mindset changes everything.
The five timeless truths every contact center leader must embrace to create a thriving, not just surviving, organization.
Podcast 135 - Podcast 135- How To Gain Dominion Over Your Contact Center & Achieve Superior Results
The Contact Center Coach
24 minutes 52 seconds
1 year ago
Podcast 135 - Podcast 135- How To Gain Dominion Over Your Contact Center & Achieve Superior Results
Do you feel like you have full control over your contact center? What if there was a way to reign supreme in every aspect, from employee engagement to customer experience?
In this episode, we dive into how leaders can achieve dominion over their contact centers. By mastering time and harnessing the power of true authority, you’ll uncover how to streamline operations, reduce turnover, and boost overall performance.
Listeners will learn:
1. How to leverage time as a key asset in improving productivity and reducing turnover.
2. The secrets to achieving a competitive advantage, even against industry giants.
3. Ways to implement customized, scalable solutions for individual employee growth and engagement.
The Contact Center Coach
I Was There When Quality Monitoring Began—Now I’m Watching AI Transform It All Over Again
What if the biggest changes in contact centers aren’t really new at all—just lessons we keep relearning?
For over 30 years, we’ve been chasing the perfect balance between quality and quantity, the same tension that started when call monitoring was done with cassette tapes. Now, AI promises to revolutionize quality monitoring again—but unless leaders understand the five unchanging truths of this industry, they risk repeating the same mistakes with newer tools.
In this milestone 150th episode, you’ll discover:
How lessons from the early days of quality monitoring reveal what AI must do differently to actually deliver faster, better, cheaper results.
Why technology should always be treated as the driver, not the destination—and how that mindset changes everything.
The five timeless truths every contact center leader must embrace to create a thriving, not just surviving, organization.
