Join us for this month’s CCA Coffee Club as we explore how organisations are using AI to support Quality Monitoring of customer interactions – and what this means for feedback, coaching and specialist development.
As AI-powered quality tools become more sophisticated, many organisations are rethinking how they review interactions, identify trends, and provide meaningful feedback. But while the technology is moving quickly, questions remain around how to use it effectively – particularly when it comes to learning, fairness, engagement, and performance conversations.
In this session, explore together how different organisations are approaching AI-driven quality monitoring, and discuss how to balance automation with human judgement to create genuine development impact.
Discussion questions we’ll explore include:
- How are organisations currently using AI in quality monitoring?
- What are the biggest benefits – and limitations – of AI-led interaction reviews?
- How can AI-generated insights be translated into meaningful feedback for specialists?
- How do we ensure fairness, transparency and trust when introducing AI into QA processes?
- What does “good” look like when blending AI insights with human coaching?
- How can AI-driven monitoring better support continuous learning rather than just compliance?
What practical lessons have organisations learned so far?
Grab a coffee, bring your experiences (and frustrations!), and join us for a lively, thought-provoking session.
Use the REGISTER button above to secure your spot!
We look forward to seeing you then!