Quality monitoring is the process of recording and reviewing interactions between agents and customers to evaluate conversations, achieve quality assurance and improve agent performance.

Old-school quality monitoring efforts were manual, labour-intensive and difficult to sustain. Calls had to be listened to in real-time and manually audited against scripts, policies and customer service standards to assess agent performance.

With the advancements in AI and machine learning, the modern approach to quality monitoring automates scoring and provides a sustainable, dynamic approach to increase agent performance and improve customer experience.