CX Today What If You Could Evaluate Every Customer Interaction?
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Dec 1, 2025 Peter Fedarb, Senior Presales Consultant at Enghouse Interactive, dives into the transformative power of AI and automation in contact center quality assurance. He reveals how evaluating every customer interaction can enhance accuracy and eliminate bias. Peter shares insights on real-time feedback, enabling swift coaching, and better understanding of customer behavior. He emphasizes starting QA automation early and adapting over time, making a strong case for AI's role in uncovering trends and suggesting next steps in customer experience.
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Scale Reveals True Performance
- Evaluating every interaction removes sampling blind spots and reveals whether issues are systemic or isolated.
- Automating evaluation frees human time to analyze results and fix root causes instead of searching for problems.
Shorten Feedback Cycles With Automation
- Do automate QA to remove unconscious bias and shorten feedback cycles from weeks to hours.
- Use real-time alerts so supervisors can coach agents the same day and measure improvement quickly.
50,000 Calls Changed Their View
- One customer expected worse results but AI evaluated ~50,000 calls and showed performance was better than sampled estimates.
- The AI exposed repetitive issues to target, rather than rare lapses, guiding focused improvements.