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Quality assurance reviews often focus on what agents said; the words they chose, the disclosures they made, and the accuracy of their scripts. But just as critical is what isn’t said: the missed empathy cues, the unspoken hesitation, the tone that hints at uncertainty or lack of confidence. These moments can reveal insights about training, engagement, and culture that scripted scorecards overlook.

In this webinar, sponsored by CSS Impact, a panel of QA and operations experts will break down the “other half” of quality assurance: how to identify, coach, and measure the nuances of agent engagement that don’t appear in transcripts or checklists.

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