Five9 Blog

Call quality management in CX has long been a game of random sampling and hoping that the 3-5% of calls captured accurately represent your center's total audience. Historically, however, leaving the overwhelming majority of calls unanalyzed meant their potential insights were simply lost forever. 

Even before AI took the tech world (and, really, the world at large) by storm, businesses ran on data. Now that we’re several decades into The Information Age, and with AI hungrily consuming every piece of information we give it, the importance of data in business — and the data analytics that stems from it — has never been higher. 

Speed and cost savings. That’s usually where the AI conversation starts, and, too often, where it ends. 

Every few months, the same headline makes the rounds again. AI is coming for contact center agents. Fewer seats. Fewer people. Lower costs. It’s a clean story. Easy to understand. And it’s wrong, or at least incomplete in the way that actually matters. 

Contact center agents are asked to do something most people find genuinely hard: show up emotionally for strangers, all day, every day, regardless of what’s happening in their own lives. And they do it really well — until they don’t. 

What do E-ZPass and TSA PreCheck have to do with contact center quality management? More than you might think.