Webinar
Stop Sampling, Start Listening: Auto QA That Drives Performance
Explore how Auto QA and Quality Intelligence are transforming contact centers by capturing key interactions, driving targeted coaching, and delivering measurable business outcomes.
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.