Field notes from inside a live contact center.
Insights on contact center quality monitoring, AI call scoring, speech analytics, agent performance, and CX.
Read by topic.
How to Close the Gap Between Quality Scores and Actual Customer Experience
Quality scores up, CSAT flat? It is a program design problem, not a performance one. See 5 steps to close the gap…
How Compliance Risk Hides Inside the Interactions Your QA Team Never Reviews
95% of contact center calls go unreviewed. See how compliance violations hide inside unsampled interactions — and how to close that gap.
Why Coaching Queues Built From Sampled Calls Produce Inconsistent Results
2–5% call sampling creates coaching queues that reflect review windows, not agent reality. See how full interaction coverage fixes this.
What 100% interaction coverage means in a contact center quality program
Most QA programs review 2-5% of calls. See what changes when contact centers move to 100% interaction coverage for quality & compliance.
Why traditional call scoring creates blind spots your QA team cannot see
Sample-based QA reviews a fraction of calls. See the compliance gaps, performance patterns, and coaching opportunities that go undetected.
How AI-based interaction scoring differs from rule-based speech analytics
Keyword detection misses what it can't predict. See how AI-based interaction scoring covers 100% of calls versus rule-based speech analytics.
AI Call Quality Monitoring Software: From Reactive QA to Predictive Intelligence
Stop managing quality after the fact. AI call quality monitoring covers 100% of interactions & shifts QA from reactive to predictive.
How Call Center Performance Dashboards Improve CX and Agent Productivity
Stop running QA on 2% of calls. See how performance dashboards give supervisors real-time data to coach smarter and improve CSAT.
How Quality Monitoring and Speech Analytics Improve Workforce Management in Contact Centers
Improve workforce management with quality monitoring & speech analytics. Cut scheduling inefficiencies 30% with QEval™.
From the QEval® team.
Manu Dwievedi
Manu joined Etech in 2014 and has worked across operations, training, and quality monitoring and analytics. He writes on customer experience, data science, and conversational AI.
Jim Iyoob
Jim leads ETS Labs and writes on contact center operations, quality programs, and the economics of customer experience.
Patrick Reynolds
Patrick joined Etech in 2000 and has held leadership roles across operations and business development. He writes on outsourcing strategy, sales operations, and workforce growth.
Amit Kachhawa
Amit is a subject matter expert in live chat, digital marketing, and workforce analytics. He writes on strategic outsourcing, data, and customer engagement solutions.
Shawndra Tobias
Shawndra brings 23 years of contact center leadership to her work in operations and data science. She writes on QA, performance management, and agent-driven customer experience.
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