Field notes from inside a live contact center.
Insights on contact center quality monitoring, AI call scoring, speech analytics, agent performance, and CX.
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Coverage Was Never the Hard Part. Getting an Answer Was.
Agent Guru is QEval's agentic AI analyst for contact centers. Ask plain language questions and get root causes backed by cited calls.
Generative AI for Contact Centers: What the ROI Data Shows So Far
Every contact center leader has seen the same two headlines in the same week: generative AI is cutting costs by double digits…
The Complete Guide to Contact Center Quality Assurance: 15+ QA Metrics, Benchmarks, and Proven Improvement Strategies for 2026
15 QA metrics, 2026 benchmarks and a 5-step scorecard framework for contact center quality assurance from sampling to full coverage.
The Complete Guide to Call Center Quality Monitoring: 20+ Metrics, Benchmarks, and Proven Compliance Strategies for 2026
88% of contact centers deployed AI but few measure it right. See 23 QA monitoring metrics, 2026 benchmarks and a compliance audit…
Who calibrates the machine? Making AI scoring transparent enough that frontline teams trust it
Agents distrust scores with no explanation attached. See how contact centers make AI quality scoring transparent enough for frontline teams.
How to reduce QA effort by 40% without cutting interaction coverage
Cutting QA effort and cutting coverage are not the same decision. See how automated scoring reduces QA labor while reviewing more calls.
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.
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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