Agentic AI is Transforming Quality Management

Abhijit Salvi at Five9 explores how agentic AI is transforming quality management from a reactive process into a real-time strategic engine for contact centre growth.

For decades, contact centres have carried an unfair label: cost centre. Necessary, yes – but not the strategic growth engine many CX leaders aspire to build.

That narrative is changing. With the right processes and quality management systems in place, every contact centre can become a strategic lever for growth, leading the charge to make your enterprise more respected and profitable, with loyal customers that quickly turn into brand ambassadors.

As AI continues to evolve, so does quality management (QM). What once measured performance after the fact is now becoming the driving force behind every great customer experience.

Lets look ahead – to a new era of agentic quality management, where AI doesn’t just analyze interactions, but actively optimizes them in real time.

From Reactive Analytics to Real-Time Optimization

Traditional QM tells you what happened. Agentic QM shows you what’s happening, and what to do next.

Legacy systems surface insights long after the moment has passed. Reports get built, metrics are reviewed, and by the time adjustments are made, the opportunity to make an impact has already disappeared. That reactive model simply can’t keep up with customer expectations that shift by the second.

Rather than pulling up last month’s statistics and making a plan, leaders hope to improve their metrics, and agentic AI can transform quality management from a rearview mirror into a real-time command centre.

Instead of managers manually poring over transcripts or listening to calls, AI can recognize a pattern in call outcomes that signal a training gap and proactively offer recommendations to agents. Or detect a rise in customer frustration and dynamically rebalance workloads to keep wait times down.

Meanwhile, supervisors receive real-time notifications the moment an interaction begins to go off track, enabling immediate intervention instead of reviewing recordings weeks later.

And with predictive coaching, the system highlights agents most in need of guidance, so supervisors spend time where it has the greatest impact.

And the learning never stops. Every interaction becomes data for the next, allowing your QM system to grow smarter over time.

As it identifies what drives higher satisfaction or faster resolution, it feeds that intelligence back into the workflow, helping your entire operation continuously refine itself.

But these examples are still far from everything that’s possible with agentic AI in quality management. Once agentic AI has been embedded throughout your call centre and you become more familiar with all that it can do, you’ll unlock more possibilities and benefits from this revolutionary technology.

How to Transform Quality Management Into a Strategic Growth Engine

To get to the end-game, however, and turn quality management into the central nervous system of your contact centre, you must take the right approach.

Step 1: Build the Foundation

Artificial intelligence is heavily reliant on having the right support systems in place before you unleash it. So, if your contact centre uses multiple call centre solutions, now’s your chance to consolidate.

In addition to eliminating your reliance on third-party integrations, many of which only introduced latency and maintenance headaches, implementing a comprehensive, intelligent CX platform reduces complexity and streamlines AI implementation.

Step 2: Start With a Focused Pilot

Going through a paradigm shift of this size isn’t something you can do in a day, unfortunately. Change takes time, especially when you’re changing key quality management systems and processes that impact your organization’s bottom line.

After all, you want everything to appear seamless from your customers’ perspective, which means allowing your agents to get used to the “new way of working” and building on each success as time goes on.

Rolling out next-generation contact centre QM in phases also allows you to learn from each iteration and foster employee engagement to make the shift more successful.

You can route calls intelligently, ensuring you connect the right customer with the right agent based on call complexity, customer emotions, and agent proficiency.

It delivers real-time monitoring for the supervisors so that they can intervene and prevent compliance issues or lost upsell opportunities.

Contact centre agents get personalized and dynamic guidance in real-time. Proactive coaching ensures they are not repeating mistakes and feel empowered to handle changing customer trends.

Step 3: Measure the Impact for Continuous Improvement

As the example shows, even if you started off using call centre metrics as a way to gauge your quality management systems’ efficacy, that practice won’t stop just because you adopted AI in quality management.

As AI continues to evolve, your contact centre QM must evolve with it, and one way to measure it is with the same stats you use today.

You’ll, of course, have many anecdotal successes: agents will recall when they were offered an AI recommendation that was on-point and helped them resolve a call more quickly, and managers will see how much more knowledgeable their agents are in each call when augmented by AI.

The overall culture of your contact centre will shift to be happier and more productive, with employees empowered and customers satisfied.

As long as CX leaders incorporate both sides of the QM coin, quantitative metrics and qualitative insights, they can continue to improve their call centre and its AI use.

Embarking on the Road Ahead

Agentic quality management is more than the next step in CX, it’s a strategic shift in how contact centres operate and grow. It turns quality from a cost of doing business into a competitive advantage.

This blog post has been re-published by kind permission of Five9 – View the Original Article

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Five9
Reviewed by: Megan Jones