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As we move towards 2025, the old way of random sampling in Quality Assurance is quickly becoming obsolete. It’s time to embrace smarter, more advanced methods that not only boost efficiency but also unlock a deeper understanding of your customer interactions.
Enter AI-powered Quality Assurance: a game-changer that’s transforming how reviews are conducted by replacing tedious manual work with intelligent automation. Come explore how AI can revolutionise your QA processes, making them more flexible and insightful. You’ll also get to see how leading organisations are turning scattered data into a unified, powerful source of customer insights, driving their success in exciting new ways.
Join us to discover how these advancements can propel your business forward and transform your approach to quality and data management.
Welcome and CCMA update
Mastering AI-Powered QA: Flexibility, Control, and the hidden insights transforming businesses
As we head into 2025, clinging to random sampling for Quality Assurance is not only outdated, but also risky – it can miss critical interactions that might impact your customer experience in ways that you’re unaware of. AI-powered Auto-QA is continually evolving and allowing quality teams to shift from manual checks to strategic analysis, all while retaining full control on how it’s deployed.
Discover how AI-powered QA not only enhances efficiency, but also provides unprecedented flexibility and control. You’ll see how customisable AI solutions allow businesses to tailor insights to specific needs – whether that focusing on high-priority interactions, analysing sentiment to understand customer emotions on any aspect of your brand, or surfacing insight that you didn’t even know existed. Additionally, we’ll explore real-world examples where businesses have leveraged these insights to drive significant improvements and uncover opportunities they never knew existed.
Bridging the Data Gap: Welsh Water’s Path to Unified Customer Insights
Welsh Water made waves at the 2024 UK National Contact Centre Awards, earning recognition for their innovative Customer Insights Framework.
In this session, Sumerah reveals how, despite limited MI capabilities and scattered customer data, her team was determined to unify insights across the business. She’ll share the journey, initiatives, and accomplishments spearheaded by the Customer Experience Insight Team, and how they brought the entire organisation together around a single, powerful source of truth.
AOB & Close
