Date: July 24th | 10 AM Eastern
Location: Virtual
Are your QA scores aligned with how your customers actually feel?
AI can close the gap between what you think you’re delivering and how your customers actually feel.
QA programs are meant to track service quality. But what happens when your agents ace the scorecards — and your customers still leave unhappy?
That disconnect between QA and CSAT is costing contact centers in churn, brand loyalty, and revenue.
In this session, MiaRec will explore the hidden disconnect between QA scores and customer satisfaction — and how AI is helping contact centers align internal metrics with real customer sentiment. You’ll also hear exclusive insights from a CMP Research analyst on the latest CX and QA trends from the field.
Author: Guest Author
Published On: 3rd Jul 2025
Read more about - Call and Contact Centre Events, MiaRec
