85% of contact centers have deployed AI for training or QA. Only 29% say it’s working. This independent research report, based on a survey of 109 contact center Directors, VPs, and Executives, examines why AI investment isn’t translating into performance improvement, and what leaders say needs to change.
What you’ll learn:
- Why tool satisfaction is low despite high AI adoption — and what’s driving the gap between deployment and impact
- Where training and QA programs are breaking down, and why most organizations can’t measure whether either is working
- The disconnect that emerged unprompted across the research: why training and QA don’t talk to each other, and what it costs
- Which verticals and organization sizes are most underserved — including segment-level data for healthcare, insurance, and mid-market contact centers
- What contact center leaders say they actually need from AI to close the training-to-performance loop
