Why QA ≠ CSAT — And How AI Can Close the Gap

Are your QA scores aligned with how your customers actually feel?

AI can close the gap between what you think you're delivering and how your customers actually feel.

QA programs are meant to track service quality. But what happens when your agents ace the scorecards — and your customers still leave unhappy?

📉 That disconnect between QA and CSAT is costing contact centers in churn, brand loyalty, and revenue.

In this session, we’ll explore the hidden disconnect between QA scores and customer satisfaction — and how AI is helping contact centers align internal metrics with real customer sentiment. You’ll also hear exclusive insights from a CMP Research analyst on the latest CX and QA trends from the field.

What You’ll Learn

• The QA vs. CSAT Disconnect
  Learn why your quality metrics often miss the mark — and how misalignment leads to missed revenue and unhappy customers.

• What Customers Actually Care About
  Empathy. Resolution. Ease. We’ll show how these often get ignored in traditional QA scorecards — and how to fix it.

• How AI Can Help (No Analyst Required)
  See how AI-powered Auto QA + inferred CSAT unlock 100% interaction visibility — so you can coach better, fix problems faster, and finally measure what really matters..

• Real-World Results

  💥 76% drop in very dissatisfied customers
  🚀 413% increase in very satisfied customers
  📈 42% NPS boost
  👏 104% more Promoters

  You’ll get a behind-the-scenes look at how one contact center achieved this transformation — and how you can, too.

July 24th | 10 AM Eastern

Bonus:  Free AI-Powered Assessment

Get a complimentary AI-powered review of 500 customer interactions — with zero  manual effort.
1. Discover hidden CX pain points
2. Identify coaching gaps
3. Pinpoint what’s holding your scores (and revenue) back