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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
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Field Notes

Ownership in the world of NFTs is murky at best. Luckily, demonstrating ownership in the context of a contact center is much simpler!

Rob Dwyer
Rob Dwyer
Field Notes

Rob Dwyer
Rob Dwyer
Field Notes

Rob Dwyer
Rob Dwyer
Field Notes

Unlock sales success in contact centers without the script stigma. Discover the power of efficient responses for overcoming objections and boosting conversions.

Rob Dwyer
Rob Dwyer
Field Notes

80% of agents now work from home. This change demands a reevaluation of training methods and other aspects of contact center operations.

Rob Dwyer
Rob Dwyer
Field Notes

This 3-step hold technique is critical for modern cellphone and VOIP conversations due to potential connection drops.

Rob Dwyer
Rob Dwyer
Field Notes

The result of a $50 bet between the author and his publisher that Dr. Seuss couldn't write a book using only 50 words, this "simple" book is full of lessons.

Rob Dwyer
Rob Dwyer
Field Notes

A solid Customer Experience (CX) strategy touches on many different aspects of the customer journey.

Shane Cook
Shane Cook
Field Notes

“Garbage In, Garbage Out” must be one of the more prolific sayings in all of modern computing. But what does it really mean?

Shane Cook
Shane Cook
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