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 143-How AI Quality Unlocks Faster, Better, and Cheaper Contact Center Results—Recap Rundown
The Contact Center Coach
22 minutes 16 seconds
9 months ago
Podcast 143-How AI Quality Unlocks Faster, Better, and Cheaper Contact Center Results—Recap Rundown
Is AI truly revolutionizing contact centers, or is it just another buzzword? We’ve heard that AI will make our operations more “data-driven,” but is that really the game-changer, or have we been missing the bigger picture all along?
If you're trying to justify AI in your contact center, you’re likely being told it will streamline operations, reduce costs, and improve customer experience. But what if the real power of AI isn’t just about automation—but about empowering people with the right data at the right time? In this episode, we cut through the AI hype and break down exactly where AI Quality delivers ROI—without losing sight of the people who make contact centers successful.
Learn the four key mindsets required to make AI Quality work for your contact center.
Discover the top three financial benefits AI delivers—from cutting post-call wrap-up time to optimizing QA resources.
Understand how AI-driven insights create a faster, better, and cheaper approach that improves both agent performance and customer experience.
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.
