It’s important for customer service organizations to understand how well they are serving customers. Quality Assurance (QA) and Voice of the Customer (VOC) processes attempt to do this using two distinct methods. But between gaps in the way data is collected and the limited scope of assessment, the results aren’t that useful. Industry analysts see the convergence of these two categories along with the use of AI as the logical next step, to provide more usable data and clear answers that Customer Experience leaders can use to improve.
This panel brings together two CX experts with a wealth of experience at some of the largest brands and BPOs in the world. After this discussion, you’ll walk away with:
- What is the current and evolving state of QA and VOC
- What role AI plays in this evolution
- How organizations can prepare for and get ahead of this shift
