As contact centers face growing pressure to improve customer experience, reduce risk, and support both human and AI agents, traditional quality assurance approaches are struggling to keep up. Manual QA programs typically review only a small fraction of customer interactions, making it difficult to identify coaching opportunities, compliance issues, and emerging operational risks before they impact the business.

In this webinar, we’ll explore how contact center leaders can build a compelling business case for AI-powered QA within Salesforce. You’ll learn how to quantify the operational, financial, and customer experience benefits of evaluating more interactions, reducing manual effort, and gaining deeper visibility into agent and AI performance. We’ll share practical frameworks, ROI considerations, and key metrics that can help secure stakeholder buy-in and move from concept to implementation.