Who’s it for:

• ‍QA and CX leaders looking to modernize their evaluation approach‍
• Contact center supervisors overwhelmed by data and underwhelmed by results‍
• Executives exploring AI-powered transformation in performance and compliance‍
• Operators balancing automation with coaching and career growth
  

Recap and Review

AutoQA isn’t new—but many contact centers are still struggling to realize its value. In this lively session, Nicole Kyle (CMP Research) and Adrian Valenzuela (AmplifAI) unpacked the realities of AI-powered QA and why full coverage isn’t the same as full impact. From closing the coaching gap to analyzing complex agent behavior, this session offered tactical guidance on making AI + AutoQA work together for better outcomes.

Key topics included:

• The limits of AutoQA alone—and how to solve for them
• Using AI to prioritize coaching and reduce data paralysis
• Agent satisfaction, empathy, and the impact of targeted development
• Cross-functional use cases: sales, compliance, and retention
• What to look for in your AutoQA partner
  

5 Takeaways That Matter

1. AutoQA without coaching isn’t enough

Nicole summed it up perfectly: “If your QA program isn’t closing the loop on coaching, it’s missing the mark.”

AutoQA gives you visibility, but it doesn’t drive behavior change by itself. AI-powered coaching is what turns those insights into growth—for both agents and supervisors. Without it, contact centers risk falling back into compliance-only territory.

2. AI helps you focus on what actually drives CSAT, not just what’s measurable

Traditional QA scores don’t always align with CSAT. Nicole and Adrian both highlighted how AI uncovers the hidden drivers behind customer satisfaction—like empathy, timing, and tone—and shows which agent behaviors actually correlate with positive outcomes. The result: smarter coaching, more accurate QA, and less guesswork.

3. Supervisors are overwhelmed—AI can prioritize their day

Supervisors don’t need more dashboards. They need direction. Adrian described a future where AI delivers the “top 3 things to do today” for every supervisor: who to coach, who to recognize, and what action to take. This shift helps managers stop reacting and start proactively leading.

4. AutoQA + AI helps expose coaching gaps at all levels—not just the agent

The session emphasized that poor performance isn’t always the agent’s fault. Sometimes, the gap lies in how supervisors coach—or don’t. With layered visibility, organizations can spot trends in supervisor coaching behavior and elevate support across the leadership chain.

5. AI-enabled QA makes agents more engaged—not less

As more routine interactions get handled by bots, agents are left with the hard stuff. That means coaching, empathy, and development matter more than ever. Nicole cited CMP research showing that coaching is the #3 driver of agent satisfaction—and that happier agents are 2x more likely to deliver great CX. AI-enabled QA doesn’t replace people; it empowers them.

Resource Download

📥 CMP Research Report

Download the CMP Prism Report on AutoQA vendors to see where AmplifAI stands out:

Download Now

🎙️ Final Quote

“AI isn’t here to replace your people—it’s here to make them better. The complexity of what agents handle today demands it. The best AutoQA programs are coaching programs first.”

— Nicole Kyle, Managing Director, CMP Research

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