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.
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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 140 Take Control- How You Can Stop Drifting and Lead Your Contact Center with Purpose
The Contact Center Coach
19 minutes 34 seconds
10 months ago
Podcast 140 Take Control- How You Can Stop Drifting and Lead Your Contact Center with Purpose
Is your contact center drifting? Is your career drifting? Are your teams losing direction, your strategies becoming stale, or your performance plateauing? Drift can sneak in and wreak havoc on your career, your team, and your customer experience.
As contact center leaders, drift can show up in many ways: disengaged employees, unaddressed inefficiencies, and missed opportunities for growth. With shifting priorities—new technologies, evolving customer expectations, and the constant challenge of engagement—staying on course requires focus. Without it, you risk letting drift derail your goals and outcomes.
1. Discover how to assess and stop drift in your contact center relationships with employees, peers, and leadership.
2. Learn how to build momentum in your skills and knowledge to stay competitive in the rapidly evolving contact center industry.
3. Uncover actionable strategies to turn your career dreams into structured plans that deliver results.
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.
