Automated Quality Management: Continuous, Comprehensive and Automated Insights
By Donna Fluss
Traditional quality management (QM) has had a long and valuable run in contact centers, but it’s time to upgrade to automated quality management (AQM). AQM applications leverage artificial intelligence (AI)-based conversation (speech and text) analytics (e.g., natural language processing (NLP)/natural language understanding (NLU), sentiment detection, emotion analysis), business rules, and intelligent automation to identify, classify, and score up to 100% of voice and digital interactions based on defined quality criteria. AQM identifies agent training gaps and recognition opportunities and can assign appropriate courses and generate congratulatory notifications. These solutions provide actionable insights that enhance the customer and employee experience (CX and EX), increase first contact resolution (FCR) rates, reduce customer holds and transfers, increase productivity, and reduce operating costs.
Source: DMG Consulting LLC, September 2025
AQM is Better Than Traditional QM
Although the objectives of AQM and QM are the same, the former automatically delivers statistically valid omnichannel findings and insights in near real-time, while manual QM programs typically evaluate less than 1% of calls. And while traditional QM is people-intensive and time-consuming since a supervisor or QM specialist must manually review and score each interaction, AQM automates the entire evaluation and coaching process, providing agents with timely and continuous feedback.
Transitioning from QM to AQM
Contact center leaders migrating from QM to AQM can get a head start on the process by applying the evaluation criteria already created to manually assess agent conversations. This also helps put employees at ease during the transition, because they are familiar with the existing expectations. To increase comfort levels with the new automated process, DMG recommends conducting an AQM pilot while continuing to manually evaluate interactions. Allow four to six weeks to learn to use the AQM application, train the QM team/supervisors and agents, and to enhance the automated evaluation criteria. Once you are satisfied with the output and findings from the AQM solution, perform a clean cutover and remove the manual QM process entirely.
Make the transition even more beneficial by leveraging AQM to assess conversational AI (CAI) self-service solution performance to determine whether these systems are executing properly and meeting customer expectations.
Final Thoughts
Traditional QM has served contact centers well for close to 50 years, but it’s time for these applications to be retired and replaced by AQM. Today’s AI-enabled systems and processes provide timely insights and coaching recommendations that enhance quality and productivity while improving the CX and EX. AQM solutions may not yet be perfect, but their findings are already more accurate, and actionable and their suggestions are better received than evaluations from very outdated and limited manual QM programs.
Donna Fluss, Founder and President of DMG Consulting LLC, provides unparalleled understanding of people, processes, and technology driving the transforming contact center and back-office markets. As the foremost analyst of these markets, Donna provides guidance to technology leaders, new entrants, investors, and enterprises building next-generation AI-enabled contact centers. Contact her at Donna.Fluss@dmgconsult.com
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Industry News
Peter Lyle DeHaan Releases Practical Guide to Transform Answering Service Profitability
“The Profitable Answering Service” Delivers 65 Actionable Strategies to Help TAS Owners Boost Revenue, Master Technology, and Outpace Competition
Business nonfiction author and call center veteran Peter Lyle DeHaan announced the release of his latest book, The Profitable Answering Service: 65 Actionable Strategies to Boost Profitability, Master Technology, and Outpace the Competition. The wide-ranging guide is now available in ebook, audiobook, paperback, and hardcover formats wherever books are sold, offering answering service owners and managers a strategic roadmap to prepare for the challenges and opportunities of the coming year.
In an increasingly competitive landscape where technology evolves rapidly and customer expectations continue to rise, answering services face unprecedented pressure to innovate while maintaining profitability. The Profitable Answering Service addresses these challenges head-on, providing practical, battle-tested strategies drawn from DeHaan’s extensive experience in the call center industry.
The book offers an organized approach to transforming answering service operations across critical dimensions such as management, staffing, technical, promotion, and more. Each of the 65 strategies is designed to be immediately actionable, enabling business owners to implement improvements that deliver measurable results.
“Answering service owners are juggling more challenges than ever before—from grappling with AI and automation to managing rising costs and intensifying competition,” said Peter Lyle DeHaan.
“I wrote this book to give them a clear, practical playbook they can use right now to strengthen their TAS and position themselves for long-term success. Whether you’re struggling with profitability, trying to keep up with technology, or looking for ways to stand out in your market, this book provides the strategies you need.”
The timing of the release is strategic, allowing answering service operators to absorb and begin implementing the book’s recommendations for the new year. Topics covered include revenue optimization, cost management, technology selection and integration, customer retention strategies, competitive differentiation, and operational efficiency improvements.
DeHaan brings decades of hands-on experience in the call center and answering service industry to this work, combining insider knowledge with a practical understanding of the day-to-day realities facing business owners. His straightforward, no-nonsense writing style makes complex business concepts accessible and immediately applicable.
The Profitable Answering Service is available now in multiple formats to accommodate different reading preferences:
Ebook – for instant access and mobile reading
Audiobook – for learning on the go
Paperback – for traditional reading and note-taking
Hardcover – for collectors and libraries
The book can be purchased wherever books are sold, including major online retailers and bookstores.
For answering service owners preparing their strategic plans for the upcoming year, TheProfitable Answering Service offers an invaluable resource to guide decision-making and drive meaningful business improvements.
About Peter Lyle DeHaan
Peter Lyle DeHaan is a business nonfiction author and call center industry veteran with extensive experience helping answering service businesses optimize their operations and increase profitability. Through his writing, DeHaan shares practical insights and actionable strategies drawn from real-world experience, empowering business owners to navigate industry challenges and achieve sustainable growth.
For more information, visit https://peterlyledehaan.com/books/the-profitable-answering-service/
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Quote for Consideration
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