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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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.
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.
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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