Celebrating National Quality Day: A Quiet Revolution in Contact Center Quality

World Quality Week is a global celebration of quality and the people who champion it across organizations, teams and communities. The annual campaign initiated by CQI (Chartered Quality Institute) and IRCA (International Register of Certified Auditors) highlights the critical role quality management and culture play in driving success, fostering innovation and creating sustainable value for society.

Celebrating All Quality Professionals

November 13 is National Quality Day, so we’re taking a moment to appreciate the people who keep customer experiences running smoothly, and to reflect on how quality management is evolving in exciting new ways.

Let’s face it: managing quality in a contact center has never been easy. Between rising customer expectations, growing compliance demands, and the need to support agents in real time, it’s a lot to juggle.

But the good news? There’s a better way forward, and it’s already here. And no, it’s not just AI. It’s a whole new shift in perspective.

As Nicole Nevulis, Senior Director of Go-to-Market Strategy at Verint has put it:

“Quality is the foundation of trust—without it, even the best experiences crumble. Best-in-class brands earn that trust by embedding AI-powered quality across every interaction, ensuring excellence from the contact center to the back office.”

Your AI Is Only as Good as the Process Behind It

Traditionally, quality assurance (QA) meant manually reviewing a small sample of interactions—often just 1–3%. While that approach worked for a while, it’s no longer sufficient to keep up with today’s complex, omnichannel environments.

That’s where AI-powered quality management comes in. Tools such as Verint® Quality Bot™ are helping teams move from reactive, time-consuming processes to proactive, scalable solutions that support both customers and employees.

What’s Changing—and Why It Matters

With the help of AI and automation, contact centers can now:

• Evaluate up to 100% of interactions across voice, chat, email, and bots—not just a small sample.
• Deliver real-time coaching to agents, helping them feel more confident and supported.
• Simplify compliance monitoring and streamlining workflows, catching issues early and reducing risk.
• Build smarter evaluation forms faster, thanks to GenAI and natural language processing.

These aren’t just tech upgrades. They’re meaningful changes that free up time, reduce stress, and help teams focus on what really matters: delivering great service.

Real Results from Real Teams

Teams using Verint Quality Bot are already seeing encouraging results like:

• 96% interaction coverage (up from 1%)
• 30% boost in quality and compliance scores
• 130,000 hours saved annually in employee capacity
• $6M in cost savings through automation.

But beyond the numbers, what really stands out is the impact on people: agents who feel more empowered, supervisors who can focus on coaching, and customers who get better experiences.

A Quiet Revolution Worth Celebrating

National Quality Day is a great reminder that quality isn’t just a metric, it’s a mindset.

It’s about doing the right thing, consistently, and finding new ways to support the people who make it happen every day.

So, here’s to the QA teams, the supervisors, the agents, and everyone behind the scenes. Your work matters—and with the right tools, it’s only getting better.

Curious how AI can support your quality goals without overhauling your current systems and workflows? Visit verint.com/quality-and-compliance to explore how we’re helping teams modernize quality, one step at a time.