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Call Scorecards and QA: Why they should never be fully automated
With the evolution of technology (especially in 2023), automation is all around us. With Abstrakt, we originally thought that it should fully automate call scorecards, quality assurance, and call reviews. We are partially right. Let’s explain why. Automation has a place, but also why we believe there will always be a human element – at […]
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Why You Should Be Automating Quality Assurance with AI
Quality assurance (QA) is a critical component of any call center, insurance company, or financial services institution. But it’s also time-consuming and repetitive work. Let’s explore how AI can help automate QA and improve your team’s efficiency. Most people immediately jump to the conclusion that artificial intelligence (AI) is going to take over their job. […]
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Measuring and Improving QA scores
QA scores are important to contact centers because they … There are multiple factors that go into improving QA scores – one small change isn’t going to make a big difference. But changing too much isn’t going to change either. There is a balance in how you …
Contact Center Quality Assurance
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