Posts tagged with: artificial intelligence
- Article
Evalyn Case Study: How OmniTel Improved Call Quality 30% with AI Auditing
A detailed case study of a fictitious (or anonymized real) enterprise, 'OmniTel', that implemented AI in its call center QA and achieved significant gains in service quality and efficiency.
- artificial intelligence
- call center
- quality assurance
- audits
- Article Evalyn
Optimizing Call Center KPIs with AI-Driven Quality Audits
A focus on how AI auditing can improve key call center performance metrics (CSAT, FCR, AHT, sales conversion), with tips on linking QA outcomes to these KPIs.
- artificial intelligence
- call center
- quality assurance
- audits
- Article Evalyn
Choosing the Right AI Tool for Call Center QA
A comparative guide to selecting an AI-driven quality assurance solution, including key features to look for and an overview of top vendors in the market.
- artificial intelligence
- call center
- quality assurance
- automation
- Article Evalyn
The Future of Call Center Auditing: Trends in AI and Automation
A forward-looking exploration of emerging trends in AI for call center QA – from advanced analytics to predictive quality management – and what they mean for the next 5 years.
- artificial intelligence
- call center
- quality assurance
- automation
- Article Evalyn
Ensuring Compliance and Privacy in AI-Driven Call Center Audits
Guidelines for maintaining regulatory compliance and data privacy when deploying AI tools for call monitoring and quality assurance.
- artificial intelligence
- call center
- quality assurance
- automation
- Article Evalyn
Beyond Scorecards: Turning AI QA Insights into Training and Coaching
How to leverage the rich insights from AI-based call audits to design better training programs and personalized coaching for call center agents.
- artificial intelligence
- call center
- quality assurance
- audits
- Article Evalyn
AI Quality Assurance for Internal vs. Outsourced Call Centers
An analysis of how AI-driven QA is applied in in-house call centers versus BPO (outsourced) operations, and strategies for each scenario.
- artificial intelligence
- call center
- quality assurance
- audits
- Article Evalyn
Integrating AI QA Tools with Your Call Center Tech Stack
A technical guide for integrating AI-driven QA software into existing call center systems (CRM, contact platforms, WFM), ensuring a seamless workflow.
- artificial intelligence
- call center
- quality assurance
- automation
- Article Evalyn
Real-Time QA: How AI Delivers Instant Feedback to Call Center Agents
Exploring AI-driven real-time quality assurance—tools that monitor calls live and guide agents mid-call—and how this improves customer service.
- artificial intelligence
- call center
- quality assurance
- automation
- Article Evalyn
From 1% to 100%: Scaling Quality Monitoring with AI Analytics
How AI analytics enable call centers to move from randomly sampling calls to monitoring all customer interactions, and what that means for quality outcomes.
- artificial intelligence
- call center
- quality assurance
- audits
