About the Session
Why are contact centers rapidly moving from Manual QA to Auto QA with Quality Intelligence?
Obvious Reasons to use Auto QA instead of Manual:
- Evaluate up to 100% of your customer interactions
- Reduce QA resources
- Better compliance monitoring
- Gain a true understanding of your CX performance
This new approach goes beyond scoring standard checkboxes to actively listen for specific scenarios - from sales opportunities and objection handling to compliance disclosures and empathy moments.
Join Adrian Valenzuela, Head of Solutions at AmplifAI, and Nicole Kyle, Managing Director & Co-Founder of Customer Management Practice, and learn how leading organizations are using Auto QA to capture every interaction, surface what matters most, and - most importantly - turn those insights into agent-specific coaching and leader workflows that drive measurable CX and business outcomes.
This session reviews how to make QA data: Actionable, Measurable, and Directly tied to performance improvement.
What You’ll Learn
- Why Auto QA alone falls short: Data overload, No coaching plans, No post-coaching measurement.
- How listening for scenarios and not just scripts, enables coaching tailored to each agent and aligns to your most important goals.
- Differentiators that make Quality Intelligence work: collaborative model design, proven rubrics, safe prompt design, and direct-to-leader actions.
- How companies implement fast (<90 days) with structured data, calibrated models, and measurable coaching impact.
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