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QA/AI Showdown: Chris Mounce from Evaluagent & Tom Laird Unmask AI's Reality in QA

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Manage episode 373929676 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.

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Episode 200!
Dive into the evolving landscape of AI in the contact center QA space with our next Advice from a Call Center Geek podcast!
Chris Mounce of EvaluAgent® returns to go head-to-head with our host Tom Laird in a riveting debate.
Can AI truly automate scorecards, or are we still testing the waters? How do we ensure quality in AI-powered QA, and how should we interpret and leverage the data it generates? Discover the most practical AI use-cases in QA right now.
We're peeling back the curtain on how organizations are capitalizing on the low-hanging fruit of AI implementation as it relates to QA.

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

  continue reading

Chapters

1. AI's Impact on Call Center QA (00:00:00)

2. AI in Quality Assurance (00:04:57)

3. AI's Impact on QA and Analysis (00:16:28)

4. Using AI for Conversation Analysis (00:28:17)

5. AI and Data Impact on Future (00:35:26)

243 episodes

Artwork
iconShare
 
Manage episode 373929676 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.

Send us a text

Episode 200!
Dive into the evolving landscape of AI in the contact center QA space with our next Advice from a Call Center Geek podcast!
Chris Mounce of EvaluAgent® returns to go head-to-head with our host Tom Laird in a riveting debate.
Can AI truly automate scorecards, or are we still testing the waters? How do we ensure quality in AI-powered QA, and how should we interpret and leverage the data it generates? Discover the most practical AI use-cases in QA right now.
We're peeling back the curtain on how organizations are capitalizing on the low-hanging fruit of AI implementation as it relates to QA.

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

  continue reading

Chapters

1. AI's Impact on Call Center QA (00:00:00)

2. AI in Quality Assurance (00:04:57)

3. AI's Impact on QA and Analysis (00:16:28)

4. Using AI for Conversation Analysis (00:28:17)

5. AI and Data Impact on Future (00:35:26)

243 episodes

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