The Biggest QA Gap in Contact Centres Isn’t Voice

Many contact centres have expanded into email, chat, messaging, social media, and AI-powered channels, but quality assurance has not always evolved at the same pace.For many, voice still receives the majority of QA attention, while digital channels and chatbots receive far less scrutiny, creating inconsistent standards, hidden risks, and an incomplete view of customer experience.To find out more, we asked Chris Mounce, Product Training & Enablement Specialist at evaluagent, about how co