Peter Fedarb, a Senior Pre-Sales Consultant at Enghouse Interactive, shares valuable insights into the transformative role of AI and automation in contact center quality assurance. He discusses how AI evaluates every customer interaction, eliminating bias and providing consistent results. Real-time feedback loops allow for immediate coaching and measurable improvements. Fedarb also emphasizes using AI to uncover hidden trends and expand scorecard metrics, paving the way for smarter, more efficient customer experiences.
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insights INSIGHT
Full-Scale Evaluation Reveals True Problems
Evaluating every interaction reveals whether issues are isolated lapses or systemic problems.
Automation shifts time from searching for problems to analysing and fixing them.
volunteer_activism ADVICE
Shorten Feedback Loops With Real-Time QA
Use real-time automated QA to shorten feedback loops and coach agents the same day.
Glance at dashboards, address issues quickly, and monitor improvement within hours not weeks.
question_answer ANECDOTE
Large-Scale AI Audit Corrected A False Assumption
One customer assumed poor performance from a tiny sample but AI evaluated ~50,000 calls and showed better results.
The automated analysis surfaced prolific, repeat issues rather than rare exceptions.
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🔥 How AI and automation are transforming quality assurance and redefining CX performance measurement.
In this episode, host Rhys Fisher sits down with Peter Fedarb, Senior Presales Consultant at Enghouse Interactive, to explore how automation and AI are revolutionizing the world of contact center quality assurance (QA).
Together, they unpack what it truly means to evaluate every customer interaction — and why this shift is reshaping how organizations understand, improve, and personalize the customer experience.
Imagine if every call, chat, and customer interaction in your contact center could be automatically analyzed — not just a tiny sample, but everything.
That’s the future of QA that Fedarb discusses in this engaging conversation about the real-world impact of automation and AI in CX.
Key takeaways from this episode: 🔴 From sample to scale: Learn how AI-driven evaluation eliminates the limitations of manual scorecarding, giving teams full visibility across every interaction. 🔴 Bias-free insights: Discover how automation removes unconscious bias from QA, delivering more consistent and trustworthy results. 🔴 Real-time feedback loops: See how supervisors can identify issues in the morning, coach by lunchtime, and see measurable improvements by the afternoon. 🔴 Smarter, faster innovation: Hear how organizations are expanding beyond basic metrics — using AI to uncover hidden trends, flag critical moments, and even recommend next best actions.
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