I Was There When Quality Monitoring Began—Now I’m Watching AI Transform It All Over Again

What if the biggest changes in contact centers aren’t really new at all—just lessons we keep relearning?

For over 30 years, we’ve been chasing the perfect balance between quality and quantity, the same tension that started when call monitoring was done with cassette tapes. Now, AI promises to revolutionize quality monitoring again—but unless leaders understand the five unchanging truths of this industry, they risk repeating the same mistakes with newer tools.

In this milestone 150th episode, you’ll discover:

How lessons from the early days of quality monitoring reveal what AI must do differently to actually deliver faster, better, cheaper results.

Why technology should always be treated as the driver, not the destination—and how that mindset changes everything.

The five timeless truths every contact center leader must embrace to create a thriving, not just surviving, organization.