CX Compass Book No. 1
Traditional call center QA isn’t just outdated — it’s prehistoric. Sampling a tiny fraction of calls.
Traditional call center QA isn’t just outdated — it’s prehistoric. Sampling a tiny fraction of calls, scoring them on rigid checklists, and delivering feedback weeks later might have worked in the Jurassic era, but today it’s a fossilized process that frustrates agents, alienates customers, and leaves leaders blind.
AI QMS changes everything. By analyzing 100% of interactions, delivering real-time coaching, and cutting through subjective bias, it replaces the fossilized scorecard with a living system that adapts and evolves with every conversation.
This book is your survival guide out of the extinction cycle.
Why traditional QA failed: The sampling trap, fossilized scorecards, and illusion of control.
The extinction cycle: How outdated practices keep repeating themselves.
AI QMS in action: From 100% coverage to real-time insights, coaching, and compliance.
The 100-day adoption plan: Practical steps to evolve without the chaos of big-bang transformations.
The Quality Flywheel: A framework where better data fuels better coaching, which fuels better CX.
Tired of vanity scorecards that don’t improve customer experience.
Looking for real-time, actionable insights.
Who want to move from policing to empowering.
Demanding measurable ROI from quality initiatives.
Extinction is a choice. Evolution is too.
Download your copy and start evolving with AI QMS.
