Finding the Right Blend:
A Practical Guide to Balancing Automation and Human Insight in Quality Assurance

Turn 5-Star Employee Insights into Solid Gold

Meet modeled automation halfway with human empathy and expertise.

AI can now score 100% of customer interactions, yet without the human element those scores rarely move the metrics that matter—repeat contacts, compliance exposure, customer trust.

Metric Sherpa and C2Perform have collaborated on an eBook that shows CX and operations leaders how to blend machine-scale coverage with human context. We've created a QA program that improves performance and builds stronger teams - and happier customers.

What’s Inside?

1. The Hybrid QA Blueprint – A four-step process that marries 100% AI coverage with human calibration to slash variance and coaching lag.

2. The Calibration Playbook – Agendas, scorecards, and facilitator tips for 30-minute triads that turn data noise into clear next actions.

3. ROI Benchmarks & KPIs – Ready-made metrics linking QA performance to CSAT, repeat contacts, eNPS, and cost-to-serve.

4. Fill-in-the-Blank Worksheets – Practical templates to map current gaps, set targets, and assign ownership before your next team meeting.

5. Compliance & Data-Governance Checklist – ISO-, SOC-, HIPAA-aligned guardrails that keep leadership confident and auditors quiet.

6. Quick-Win Coaching Drills – Micro-learning scripts that convert flagged behaviors into skill gains agents feel within a week.

7. Change-Management Scripts – Email and Slack copy to win frontline buy-in and neutralize “another new tool” fatigue.

8. Expert Commentary – Justin Robbins’ field notes on avoiding the three most common hybrid-QA pitfalls.

Who Should Read?

• Contact Center Executives seeking secure, forward-looking solutions

• Quality Assurance Professionals wrestling with data overload and a barrage of vendors

• Ops & CX Directors tasked with improving the customer experience and delivering KPIs

• Learning & Development Managers eager for tighter feedback loops

About the Authors

Justin Robbins, Metric Sherpa — With more than 20 years of experience, Justin has helped organizations worldwide elevate their customer experience strategies, optimize operations, and drive meaningful business outcomes. 

A trusted industry voice, Justin is frequently cited by media, has authored numerous research studies on CX trends and technology, and is recognized as one of the most innovative and forward-thinking leaders in the field.

C2Perform — Built by practitioners for practitioners, C2Perform unifies QA, coaching, knowledge, learning, and engagement for contact-center and customer support teams in 30+ countries. Follow us on LinkedIn.