Improving a person's response and engagement to an NPS survey from a 9 to 10 is exponentially more difficult but exponentially more rewarding to a company than moving them from a detractor to a promoter. The question is, how does a company and, in particular, a customer service organization do that? Yes, this is an ongoing process-driven requirement by contact type since many factors could cause dissatisfaction; however, why not expect more of your current contacts to achieve a 10 rating right now? What's stopping companies? The answer is their current quality methodology.

There are companies out there such as Agents Only, with their purpose-built operations platform fundamentally shifting quality outcomes. In the AI-powered BPO of tomorrow, quality isn't a separate function—it's the culmination of a fully integrated, intelligent system that touches every aspect of customer service.

Imagine a platform where every customer interaction is instantly analyzed, not just for script adherence but also for its impact on brand perception, customer sentiment, and lifetime value. AI-enhanced quality monitoring is not just science fiction; it's reality, and there are many great companies doing it now.