Getting the Most out of AI & Automation for Quality Assurance in Contact Centers

Chad Tatton brings tremendous experience in using quality assurance to improve customer satisfaction, efficiency, effectiveness, time to proficiency, and sales in the contact center. During this conversation with host Bruce Belfiore, Chad will relay his experiences in helping organizations identify the right blend of people, processes, and automation to achieve improved outcomes.

Chad will include some “out of the box” approaches to automation and AI implementations of QA. He will also talk about approaches to improve the reliability and accuracy of automation by balancing technology, people, and processes.

Guest Bio: 

Let me say a few words to introduce Chad Tatton to our audience, for those who don’t already know him.  Chad is a 24-year contact center veteran and Founder and COO of Call Criteria, a Quality Assurance as a Service company. Chad is currently focused on helping clients fully exploit AI and automation for their QA needs.

I note that Chad owned and operated multiple contact centers before launching Call Criteria in 2012, so he has a lot of practical management experience.

His work with Call Criteria has included human resources to improve quality and customer outcomes, and, over the last few years, Call Criteria has extended its solution to include automation, speech analytics, and artificial intelligence.

He has a wealth of experience and insights to share with us today. So let’s dig in.