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15
COACH’ S CORNER TURNING QA DATA INTO INSIGHTS
NOVEMBER 2026
INSIDE THE ISSUE...
REAL ANSWERS FOR REAL CX QUESTIONS
18
22
VOICE OF THE CUSTOMER ENHANCING THE VOC PROCESS – PART 2
METRICS DEFLECTION IS NOT RESOLUTION
HOW TO KEEP THE CX FLOWING SMOOTHLY GAS SOUTH’ S HUMAN-CENTERED, TECHNOLOGY-ENABLED APPROACH.
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH JENNI HAWKINS
PAGE 6
ILLUSTRATION PROVIDED BY ADOBE IMAGES
CONVERSATIONAL AI
HOW CONVERSATIONAL AI IS REWIRING CONTACT CENTERS- PAGE 24
CUSTOMER LOYALTY
ASSURING QUALITY AND LOYALTY IN THE AI AGE- PAGE 27
AI QUALITY SCORING
WHAT“ 100 % QA COVERAGE” DOESN’ T TELL YOU- PAGE 30