Date: 4th December 2024, 8am PST | 11am EST | 4pm GMT
Location: Virtual
2024 saw higher customer expectations than ever and call centres rose to the occasion with new AI tools, increased automation, and good old-fashioned human ingenuity.
This time last year, it didn’t seem possible that the accelerated innovation of 2023 could be matched—but then 2024 came along and blew it out of the water.
It’s clear that the pace of innovation in contact center quality assurance is not slowing down.
So, as another exciting year beckons, Scorebuddy have assembled an expert panel to make some bold predictions about the trends and tech that will define 2025, including:
- The Rise of Hyper-Personalized QA: How AI and big data will enable tailored quality metrics for individual customer interactions.
- Emotional Intelligence Analytics: Using advanced sentiment analysis to gauge and improve customer satisfaction in real time.
- The Augmented QA Analyst: The growing collaboration between human evaluators and AI assistance in the QA process.
- Predictive Compliance: How machine learning can forecast and prevent regulatory issues before they occur.
- Gamification 2.0: Innovative approaches to motivating and upskilling contact centre agents through immersive, AI-driven experiences.
Author: Scorebuddy
Reviewed by: Robyn Coppell
Published On: 2nd Oct 2024
Read more about - Call and Contact Centre Events, Scorebuddy
