Posts tagged with: audits
- 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
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
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
- Article Evalyn
AI vs Human Quality Analysts: Finding the Right Balance in QA
An honest look at what AI can and cannot do in quality assurance, and how human QA analysts’ roles evolve alongside AI.
- artificial intelligence
- call center
- quality assurance
- audits
- Article Evalyn
AI Call Center Audits: Best Practices for Quality Assurance
Actionable best practices for leveraging AI in call center QA audits, ensuring consistent service quality and compliance.
- artificial intelligence
- call center
- quality assurance
- audits
