Most QA programs score agents but don’t actually develop them—and that’s the problem. In this episode, we break down how to move beyond compliance-based QA and use real call insights to coach smarter, faster, and better.
You’ll learn:
✅ Why high QA scores don’t always mean high performance
✅ How to shift from traditional QA to coaching-driven QA
✅ The power of Auto QA tools like OttoQa.com for real-time coaching insights
✅ How micro-coaching leads to faster, more effective agent development
Stop grading agents and start developing them. Tune in and discover how to turn QA insights into coaching gold!
Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.
Follow Tom: @tlaird_expivia
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