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Everything I've learned about AI QA after 2 years of building OttoQA and being one of the first companies to fully automate contact center quality assurance with AI.

I'm breaking down the biggest lessons, the biggest mistakes I see people making, and what actually works when you're implementing AI powered QA in a contact center.

I cover why you should never reinvent your scorecard on day one, what "false hustle" questions are and why they're killing your QA program, why most AI QA companies won't publish their accuracy rate, how statistical sampling means you don't need to score 100% of calls, why human QA evaluators disagree 30 to 40% of the time and how AI fixes that, how aggregate data turns QA from a scoring exercise into a real coaching tool, and the REDO feature we built at OttoQA that lets agents practice failed calls with an AI customer.

30 years of contact center operations. 2 years of building an AI QA platform. This is what I know.

Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.

Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.

Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.

Click here:

expiviadigital.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

OttoQA: try.ottoqa.com

Expivia: Expiviausa.com

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Most contact centers still believe scoring more calls means better QA.

It doesn’t.

In this episode, we start with the Law of Large Numbers and break down why scoring 100% of calls doesn’t give you better insight. It just gives you more work. We talk about where the push for full coverage really comes from. Fear. Compliance pressure. Old spreadsheet thinking. And why that mindset quietly hurts coaching, accuracy, and confidence.

We also cover what the data actually shows, how statistical sampling works in the real world, where AI helps and where it doesn’t, and what QA should really be optimizing for.

If your QA program feels busy but not effective, this episode will make you rethink how many calls you really need to score.

Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.

Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.

Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.

Click here:

expiviadigital.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

OttoQA: try.ottoqa.com

Expivia: Expiviausa.com

Send us Fan Mail

This episode is my AI Christmas wish list for CCaaS.

Not toys.

Not buzzwords.

The real AI tools contact centers should already have but don’t. Everyone is focused on making AI talk to customers.

That’s missing the point.

AI in CX isn’t supposed to just talk. It’s supposed to run the contact center.

I break down the biggest opportunities CCaaS platforms are skipping, from AI flow builders you can prompt in plain English, to real-time workforce orchestration, predictive routing that replaces “next available agent,” dashboards built instantly by prompt, in-call coaching that actually helps agents in the moment, and real-time billing with zero surprises.

This is a wish list, but it’s not fantasy.

This is practical, achievable AI that would make life easier for the people running the floor every day. If you’re tired of AI demos that look good but don’t change operations, this episode is for you.

All I want for Christmas is CCaaS AI that actually works.

Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.

Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.

Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.

Click here:

expiviadigital.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

OttoQA: try.ottoqa.com

Expivia: Expiviausa.com