From 2% to 100%: Automating Quality in the Contact Center Without Losing the Human Eye

​How do you scale quality assurance in the contact center without losing the judgment, context, and empathy that only people can bring? In this session, CX Society Philippines will explore what it really takes to move from reviewing just 2% of interactions to achieving full coverage through automation, while keeping the human eye where it matters most.

​Expect a practical conversation on balancing technology and human oversight, spotting patterns across every customer interaction, and using automation to improve consistency, coaching, and customer experience without reducing quality to a checklist. If you work in contact centers, CX, QA, or operations, this is a strong opportunity to learn how leading teams are rethinking quality at scale.