News Summary

• Call center QA software is designed to evaluate, monitor and improve the performance of customer service agents.
• In larger operations, contact center quality assurance software plays the same role across omnichannel environments, ensuring consistency in voice, chat and digital interactions.
• QA tools offer a more detailed view of how well agents are meeting service standards, often combining AI-driven insights, performance dashboards and coaching features to drive improvement.
• According to industry data, 76% of call centers plan to expand AI and automation in their operations.