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How You Can QA Contact Center Calls Using ChatGPT (Desktop)

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Manage episode 417139150 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

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In this ACG episode, we dive into the transformative impact of AI on customer service QA. Hosted by Tom Laird, the CEO of Expivia Interaction Marketing Group and OttoQa, this session explores how ChatGPT and Claude 3 enhance call analysis and agent performance monitoring.
Discover effective system prompting and its role in refining quality assurance for consistency and high accuracy, with standards reaching 96-97.5%. Learn the nuances of differentiating between sales and retention calls, assessing customer sentiment, and how these insights lead to clear communication.
This guide offers practical steps for integrating AI Auto QA into your business, enabling detailed data analysis and report generation. Ready to elevate your quality assurance strategies with AI? Tune in to find out how.

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

  continue reading

Chapters

1. Call Center Operations and Quality Assurance (00:00:00)

2. Utilizing AI for Call Analysis (00:12:34)

242 episodes

iconShare
 
Manage episode 417139150 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

Send us a text

In this ACG episode, we dive into the transformative impact of AI on customer service QA. Hosted by Tom Laird, the CEO of Expivia Interaction Marketing Group and OttoQa, this session explores how ChatGPT and Claude 3 enhance call analysis and agent performance monitoring.
Discover effective system prompting and its role in refining quality assurance for consistency and high accuracy, with standards reaching 96-97.5%. Learn the nuances of differentiating between sales and retention calls, assessing customer sentiment, and how these insights lead to clear communication.
This guide offers practical steps for integrating AI Auto QA into your business, enabling detailed data analysis and report generation. Ready to elevate your quality assurance strategies with AI? Tune in to find out how.

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

  continue reading

Chapters

1. Call Center Operations and Quality Assurance (00:00:00)

2. Utilizing AI for Call Analysis (00:12:34)

242 episodes

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