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Scaling With AI: Shifting from Manual Sampling To 100% Call Coverage
Wednesday, April 1, 2026
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Contact centers often struggle with limited visibility into the performance of representatives because manual quality assurance processes review only a fraction of calls. In this session, you’ll learn how we transformed this challenge using agentic AI to automate transcription and apply quality control at scale. Discover how moving from ~1% sampling to near 100% coverage unlocks actionable insights that enable real-time performance monitoring across all calls, targeted coaching strategies based on data-driven trends, recognition of exceptional service that often goes unnoticed, and correlation analysis between call drivers and interaction quality.
Takeaways:
- Gain practical knowledge on implementing AI-driven QA systems and integrating existing rubrics into automated workflows.
- Learn how to leverage analytics to shift from reactive oversight to proactive member-centric excellence.
- See how AI can elevate operational efficiency and customer experience in high-volume environments.
Speakers
Russell Moore
VP BI and Data Analytics
Russell Moore
Consumers Credit Union
VP BI and Data Analytics
Russ Moore started his data career during the era of dial-up internet, floppy drive storage, and email relay services. While technology has increased the speed of data access, Russ’s dedication to using data remains unchanged. He believes that data should serve the purpose of 'solving business problems.' This principle, along with Domo, has enabled Consumers Credit Union (CCU) to achieve significant user engagement across the company. By focusing on business outcomes, CCU has recorded over 100,000 card/dashboard views among its 375 employees.
Charles Smith
Director of Data Analytics
Charles Smith
Consumers Credit Union
Director of Data Analytics
Charles Smith began his data exploration journey just over a decade ago as an analyst writing SQL queries to identify fraudulent activity. Over time, that passion for data and analytics grew, leading him to explore new opportunities in the field. With a strong foundation in problem solving and data driven decision making, Charles has since expanded his expertise, helping Consumers Credit Union harness the power of data to drive business insights and improve operational efficiency.
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