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.
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™.
7 Agent Performance Red Flags Your QA Process Is Likely Missing
Detect agent performance issues 2-4 weeks early. Learn 7 red flags, individual baselines, automation, and proactive coaching strategies.
How to Evaluate AI Call Scoring Tools: A Buyer’s Guide for Contact Center Leaders
AI call scoring buying guide for contact centers. Discover evaluation criteria, implementation pitfalls, ROI measurement, and vendor selection.
How Contact Centers Reduce Agent Attrition Using Call Evaluation Data
Prevent agent attrition in contact centers. Discover early warning signs, sentiment analysis, intervention strategies, and retention metrics.
What to Look for in a Speech Analytics Platform Before You Sign a Contract
Evaluate speech analytics platforms before signing. Learn capabilities, integration, security, pricing, and vendor selection best practices.
Why Most Contact Centers Measure Everything Except What Matters
Beyond CSAT and quality scores. Learn sentiment analysis to measure customer emotion, improve coaching, and drive retention improvements.
Contact Center Analytics Software: 7 Critical Capabilities to Seek
Choose the right contact center analytics software. Learn key capabilities, integration requirements, and platform evaluation strategies.
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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