Auto QA: What Service and Support Leaders Need to Know

• What to understand before evaluating an auto QA solution

• Common pitfalls to avoid when implementing auto QA

• How auto QA compares with traditional manual QA approaches

• How to get greater value from your quality program

Traditional quality assurance relies on manual reviews of a small sample of interactions, requiring QA analysts to score agent calls against predefined behaviors and procedures. While familiar, this approach is resource‑intensive, limits coverage and often excludes digital channels that are critical to assessing overall service quality.

Auto QA uses technology to automatically evaluate agent performance across large volumes of interactions, enabling broader, more scalable quality assessments. As a core component of quality monitoring software (QMS), auto QA addresses many of the limitations of manual review. With service leaders expecting QMS solutions to deliver increased value in the coming years, this session examines whether auto QA lives up to the hype and how leaders can approach it realistically.

Return to this web page to watch the webinar. Contact us at gartnerwebinars@gartner.com with questions about viewing this webinar.