Quality assurance (QA) in contact centres is evolving faster than ever, with traditional methods of manually monitoring a handful of calls no longer enough to understand agent performance or customer experience.
New technologies, including AI, speech analytics, and real-time monitoring, allow leaders to capture and evaluate all interactions, uncovering trends and opportunities that were previously hidden.
To find out more, we asked Allan Reizman, Senior Solutions Architect at Enghouse Interactive, to explain how combining these tools with human oversight, contact centres can deliver more consistent, accurate, and actionable insights.
Video: Staying Ahead With QA & Call Recording
Watch the video below to hear Allan explain how to stay current with Quality Assurance and Call Recording, and why contact centres should view technology as an enabler to augment and inform human judgement:
With thanks to Allan Reizman, Senior Solutions Architect at Enghouse Interactive, for contributing to this video.
This video was originally published in our article ‘How to Stay Ahead in QA and Call Recording’
How Technology Is Changing Quality Assurance
Modern tools are transforming QA in practical ways that benefit both agents and customers.
“Technology advancements are truly transforming quality assurance. There’s a lot of hype about AI, and QA is an area with immense potential for improvement.”
AI is bringing powerful capabilities to QA, but to use it effectively, leaders need to apply strategies that balance technology’s speed and analytical power with human insight.
Here are two ways technology is changing contact centre QA:
From Samples to 100% Monitoring
New tools such as speech analytics, AI-driven sentiment analysis, and real-time monitoring are enabling teams to evaluate far more interactions than before.
Instead of relying on limited call samples, leaders can now assess up to 100% of customer interactions, as Allan explains:
“Speech analytics, AI-driven sentiment analysis, and real-time monitoring now allow leaders to seamlessly evaluate up to 100% of their interactions, instead of relying on limited samples.
Uncover insights faster, reduce bias, and identify training needs more precisely and at a greater scale.”
This shift means insights are uncovered faster, bias is reduced, and training needs can be identified with far greater precision and at scale.
AI as an Enabler, Not a Replacement
While the potential is significant, it’s important to recognize the limitations, as AI can surface trends and flag performance patterns, but it still requires human oversight to interpret context and ensure decisions are fair.
“Leaders must understand both the benefits and limitations of AI. For example, AI can highlight performance trends, but still requires human oversight to interpret context and ensure fairness.
View technology as an enabler that augments and informs human judgement. It does not replace it.”
Technology should be seen as an enabler that supports and augments human judgement, rather than replacing it entirely, which is why the most effective QA strategies combine AI’s analytical power with human expertise.
Staying Current and Adapting
The QA landscape is evolving quickly, and to make the most of these new technologies, leaders should regularly review emerging solutions, assess how they fit into existing workflows, and ensure teams are trained to use them effectively.
“Staying current is more important than ever. Continuously review new solutions, understand how they fit into existing workflows, and ensure your teams are trained to use them effectively.”
Those who stay ahead will benefit from more accurate insights, better coaching, and a stronger customer experience.
If you are looking for more great insights from the experts, check out these next:
- How to Turn Errors into Learning Opportunities
- How to Turn Complaints Into a Strategic Advantage
- 3 Ways to Build Self-Service That Actually Works
Author: Robyn Coppell
Reviewed by: Jo Robinson
Published On: 19th Dec 2025
Read more about - Video, Artificial Intelligence (AI), Enghouse Interactive, Quality, Speech Analytics, Videos
