Peter Fedarb
Senior Pre-Sales Consultant at Enghouse Interactive specialising in contact centre quality assurance, automation and AI-driven evaluation, offering practical insights on implementing large-scale QA automation.
Best podcasts with Peter Fedarb
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6 snips
Dec 11, 2025 • 9min
What If You Could Evaluate Every Customer Interaction? - CX Today News
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.
5 snips
Dec 1, 2025 • 9min
What If You Could Evaluate Every Customer Interaction?
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.
