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Blue Magic featuring JD Fairweather

Dive into the past, present, and future of Quality Assurance for Contact Centers with JD Fairweather and learn how QA is evolving rapidly for contact centers.

Rob Dwyer
Rob DwyerVP, Client Success

Ridley Scott’s 2007 film, American Gangster, told the story of Harlem drug lord, Frank Lucas. Frank, played by Denzel Washington, confronts Nicky Barnes about the quality of the product he’s distributing in this scene. Nicky isn’t exactly receptive to this feedback. His focus is on short-term profits while Frank takes a longer-term view of the business and customer perception of the brand. Quality, be it the quality of a product, or the quality of service are huge components of brand reputation.

For any product or service, ensuring consistent, high-level quality comes at a cost.This is also true of contact centers. New advancements in technology are changing the financial cost of an effective quality assurance program, while also presenting new value to the businesses who care about how customers perceive their brand. ApexCX Sr. Consultant, JD Fairweather, brings his expertise to this conversation about the evolution of QA in contact centers.

We discuss:

Connect with JD on LinkedIn

ApexCX

Music courtesy of Big Red Horse


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