How and why AI improves interaction monitoring: Michael Hutchison, Head of TME & Customer Experience

Published in: Contact Center Pipeline | November 11, 2025

In this guest piece for Contact Center Pipeline, Michael Hutchison, Head of TME & Customer Experience of eClerx, asks how contact centers can capture customer feedback more effectively.

Poor customer experiences cost brands millions of dollars each year, largely because manual QA processes can leave up to 98% of insights unseen. Michael reimagines legacy QA processes and shares how contact centers can leverage customer engagement analytics and AI-powered QA systems to capture a far greater snapshot of their performance and better understand customer interactions.