Foundations
What quality assurance is for
Three different activities share the name quality assurance, and they need different instruments. Plus the sampling arithmetic that undermines most agent-level scoring.
Explainer
What Contact Centre QA Actually Is
Three activities share the name: verifying compliance, improving performance, and understanding customers. They need different scorecards.
Explainer
What Speech Analytics Actually Does
Transcription, then search and classification over the transcript. Everything vendors describe as understanding is pattern matching on text that is itself imperfect.
Analysis
Why Two Percent Tells You Nothing
The standard practice of scoring a handful of calls per agent per month produces a number with enormous uncertainty, presented to two decimal places.
Procedure
Anatomy of a Scorecard That Measures Something
Most scorecards accumulate items nobody removes, weight them arbitrarily, and produce a percentage that cannot be traced to any outcome. A shorter one works better.
Analysis
Manual and Automated Evaluation: What Each Catches
They fail in opposite directions. Automation misses meaning and covers everything; humans understand meaning and see almost nothing.
Analysis
QA, Coaching and Compliance Are Different Functions
Combining them into one process is the most common structural mistake in contact centre quality, and it makes the coaching adversarial and the compliance unreliable.
Reference
What This Data Cannot Tell You
A list of questions routinely asked of quality and speech analytics data that it cannot answer, with what to use for each.
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