Summary: I want to talk about Quality Assurance specifically in contact centers. I want to give you 3 reasons to rethink QA. 1. Sample size. You'll be making a conclusion over a small size of data, and you might be biased on the interactions you decide to listen to. 2. The entire premise of QA was created several decades ago. Is it still relevant today? 3. If you cannot link directly QA efforts to the ROI you're looking for, you have to rethink it Quality Assurance.
