The Contact centre Network: Shifting Mindsets & Reinventing QA In the Contact centre

In this event for May at the The Contact Centre Network we put QA under the microscope! Are we catching people Doing it right or catching people out!? Can AI replace the role of the QA agent and is 100% Auto QA the right thing for the Contact centre? Do we have the Capacity to feedback and do we have the right balance of positive reinforcement and developmental feedback in place to do this justice? Does 100% Auto QA strike fear into the hearts of your teams and used as a stick to catch them out or are we using QA by exception to nurture, develop and correct behaviours and protect the customer? We have two giants of the QA world for us to put these questions and these debates right in the spotlight! Simon Poland and Pete Dunn Join me as a super knowledgeable panel on all things QA and we'll be debating what the Future holds for Quality Assurance! How as an industry we need to shift our mindset when it comes to seeing QA as a risk mitigator and turn it into something that agents see as a positive and actively seek the feedback and hey wouldn't it be nice for them to self serve and self coach!?