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AI Trends & News

5 Proven Lessons from Using AI for Quality Assurance in Contact Centers

Discover 5 key lessons from our hands-on experience implementing AI to scale Quality Assurance for contact centers and support centers.

Rob Dwyer
Rob Dwyer
All Articles AI Trends & NewsAnnouncementsCoaching & DevelopmentCustomer StoriesField NotesNext in QueueQuality AssuranceVoice of the Customer
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Explore how a life in events management and music promotion prepared Jarad Haggard to be a successful Customer Success Manager

Rob Dwyer
Rob Dwyer
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Explore how a life in events management and music promotion prepared Jarad Haggard to be a successful Customer Success Manager

Rob Dwyer
Rob Dwyer
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As business becomes increasingly global, acknowledging and embracing cultural relativity leads to stronger teams and performance, says Bunyamin Cankirli.

Rob Dwyer
Rob Dwyer
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CX is broken. Customer Service Evangelist, Amas Tenumah, says it's a feature, not a bug and the only way to fix it is for customers to demand change.

Rob Dwyer
Rob Dwyer
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Scaling Support Teams can be treacherous but Charlotte Ward has navigated these waters many times. She shares her expertise.

Rob Dwyer
Rob Dwyer
Quality Assurance

Most contact center call recordings aren’t used for quality. Happitu can analyze all calls efficiently, offering better insights at a lower cost than humans.

Rob Dwyer
Rob Dwyer
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What does it take to redesign a community experience? Neal Travis explores technology, moderation, VoC, and measures of success.

Rob Dwyer
Rob Dwyer
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Can trust be boiled down to an equation? Maybe not literally, but trustworthiness can be boiled down to 4 elements - Mark Slatin explains.

Rob Dwyer
Rob Dwyer
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The key to getting ROI from your CX initiatives is understanding what your customers contact you for! We dive in with Jeff Sheehan to learn more.

Rob Dwyer
Rob Dwyer
Next in Queue

Are IT Support and Customer Support parallel worlds? Matt Beran joins to discuss the differences and similarities between them.

Rob Dwyer
Rob Dwyer
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Lynn Hunsaker is on a mission to get leaders to manage across all 5 CXM silos so that people across the company are aligned and she joins today to make the connections between them clear.

Rob Dwyer
Rob Dwyer
Field Notes

Rob Dwyer
Rob Dwyer
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