AI for Service Excellence: Quality Monitoring & Performance Made Smarter

Discover how AI transforms quality assurance with automated interaction scoring, agent coaching insights, and smarter performance tracking.

Course Description:

This 2-day course empowers team leaders, QA managers, and frontline supervisors with AI-driven tools to measure, monitor, and improve customer service performance—without replacing existing systems or changing tech stacks.

Participants will explore how AI can help identify trends in customer interactions, detect coaching opportunities, and track service quality through dashboards, call analysis, and smart scoring. The course emphasizes real-world, practical tools that are immediately usable, no technical background required.

Who Should Attend:

• Customer Service Managers and Team Leaders
• Quality Assurance (QA) and Monitoring Officers
• Call Center Supervisors
• CX Analysts and Workforce Planners
• Operations Excellence Professionals in Customer Support

Course Objectives:

Knowledge Acquisition:

• Understand how AI is used to enhance quality assurance (QA) in customer service
• Learn about speech/text analytics, auto-scoring, and call pattern tracking
• Discover how AI can detect compliance gaps and soft-skill opportunities
• Become familiar with leading performance metrics and dashboards

Skills Development:

• Interpret AI-generated quality scores and service feedback analytics
• Use AI-based dashboards to identify coaching and training priorities
• Evaluate service trends and detect outliers in agent performance
• Review call/chat transcripts using AI-powered analysis tools

Practical Application:

• Simulate call monitoring using sample AI evaluation dashboards
• Build a service scorecard based on quality performance indicators
• Create action plans for individual and team improvement
• Set realistic KPIs based on AI-driven trend data

What will I Learn From it:

• Save time on manual QA by using AI-assisted interaction scoring
• Detect soft-skill gaps, tone issues, and missed compliance markers
• Improve coaching effectiveness with data-backed feedback
• Reduce customer churn and improve CSAT through smarter insights
• Track trends and patterns across large volumes of interactions

Training Methodology

• Real-World Demos: Use AI QA tools with pre-loaded transcripts
• Guided Exercises: Score calls, evaluate sentiment, build dashboards
• Group Activities: Coach through data, align KPIs to insights
• Capstone Project: Create a sample QA tracking plan ready for action
• No System Changes Needed: Only platform-independent simulations

Requirement/
pre-requisites:

• Background in customer service, contact center QA, or service operations
• No technical, data science, or programming knowledge required
• Laptop with internet access (for demos, templates, and dashboards)