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QEval® expert-led webinars give you the knowledge and skills to raise contact center quality. Watch on demand, or subscribe to be notified of the next session.
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Expert-led sessions on contact center quality, conversation analytics, and agent performance. More are added over time.
Why 90% of Contact Center AI Fails: How to Pick Winners
Most contact center AI pilots stall before they prove value. This session breaks down why, and gives you a buyer's framework for separating AI that delivers measurable ROI from AI that only demos well.
Transforming Contact Centers: From Data Insights to Action-Driven Success Strategies
How to move from data insight to action. This session walks through using analytics to improve customer experience and drive measurable results across the contact center.
Stop the AI Burn Rate: A Governance Framework for Real ROI in Contact Centers
Most contact center AI spend never reaches measurable ROI. This session lays out a governance framework that turns AI investment into outcomes you can put in front of a CFO: where to measure, what to score, and how to tie capability to value across all Six Layers of Intelligence.
Reshaping Customer Agent Experience with Integrated Speech Analytics
How artificial intelligence and human intelligence combine in quality monitoring. A look at integrated speech analytics and what it surfaces about the agent and customer experience that manual review never could.
Smarter CX, Smarter QA: QEval® Live Demo & 2025 Release
A live walkthrough of the QEval® platform and its 2025 release: automated scoring, compliance monitoring, and coaching, shown on real contact center data rather than slideware.
Decoding Your Customer Conversations: A Deep Dive into Analytics
A deep dive into conversation analytics: how scoring every customer conversation changes what you know about your contact center, and what you can do about it.
Conversation Analytics Masterclass
A practical masterclass on implementing conversation analytics: choosing the right platform, driving adoption, and getting value early, drawn from deployments across a live contact center.
How to Build Trust Using Data Analytics
Data only changes decisions when leaders trust it. This session covers how to build analytics your operators, clients, and executives will actually act on, from data quality to credible attribution.
Beyond Manual QA: Transforming Agent Performance Through AI-Powered Monitoring
Sampling-based manual QA reviews 1 to 3 percent of conversations and misses the rest. This session shows what changes when every interaction is scored, and how AI-assisted monitoring lifts agent performance without adding headcount.
The CX Strategy: Igniting Performance with Deep Analytics
A working session on building a CX strategy on AI-driven insight: how deep analytics moves performance, and how to connect what you learn in QA to outcomes the business cares about.
Watch any session, any time.
Expert-led sessions on contact center quality, conversation analytics, and agent performance. More are added over time.
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