Achievement Awards Group specializes in employee recognition strategies, offering solutions to boost morale through rewards, customer engagement, and consulting services.

Employee recognition and reward solutions designed to boost morale and productivity, leveraging technology and data insights.

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This is the audio summary of "A Contact Centre Game Changer... QA + AI." by Noori Allie, Executive Manager of Participant Services at Achievement Awards Group. Please enjoy.

This article explores how AI is revolutionizing quality assurance in contact centers. Customer loyalty often depends on the last interaction, making every call critical. Traditional QA methods, however, are limited—one person can review only 1% of calls in a center handling 25,000 monthly, and the selection is random, making it hard to detect broader issues.

AI can change this by analyzing 100% of calls in real time. It can transcribe calls instantly, identifying patterns like customer dissatisfaction, competitor mentions, and agent confidence levels. AI can also detect emotional cues, such as frustration or uncertainty, providing immediate insights.

AI doesn’t replace QA professionals—it enhances their roles. Instead of spending hours transcribing, QA teams can focus on coaching agents and improving customer interactions. AI also automates administrative tasks, like generating reports and notifying agents of flagged issues, reducing errors and ensuring compliance.

The impact is more than incremental—it’s transformational. AI-driven QA enables smarter, faster decisions, enhances agent performance, and improves customer experiences. Companies that embrace AI in their contact centers gain a competitive advantage, ensuring more efficient service, and stronger customer relationships.

Thank you for listening to this summary. For more information check out the full length article. 

MATTHEW This is the audio summary of Reward forward: eternal, but evolving. Please enjoy.

DOROTHY

MATTHEW Thank you for listening to this summary. For more information check out the full length article on page. 

A contact centre game changer: QA + AI = “kwaai”

February 13, 2025 • AAGroup Summaries

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