The prevailing narrative suggests that fully automated quality assurance is the ultimate solution for contact centers. In this session, we will challenge this notion and uncover the reality of quality assurance in practice. While automation is valuable, a one-size-fits-all approach doesn’t meet the needs of every organization. We advocate for a hybrid model that blends automation with human oversight. Attendees will explore frameworks for determining the right level of automation and learn how to collaborate effectively with their contact center partners. Join us to navigate the complexities of quality assurance in today’s landscape.