Most QA content argues that you should review more conversations. This set is about what changes once you do. Read in order, the five briefs build a single argument: a small sample cannot tell you who your best agents are, coverage on its own does not change behaviour, and the conversations your AI agents do not handle are the ones worth reading closely.
They are one page each on purpose. Nothing in the set needs a webinar to explain it.
What is in the set
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1Core
Why a 3% QA sample cannot tell you who your best agents are
Margin of error shrinks with the square root of the sample, not with the sample itself. Halving the error means quadrupling what you score, which is why agent rankings reshuffle between review rounds even when nobody’s performance has changed.
50% less QA time at SteelSeries after moving evaluation onto AI scoring. Read the story -
2Core
Scoring is not coaching, and coverage alone changes nothing
QA moves CSAT only when the loop closes: score the conversation, coach the behaviour, then measure whether customers noticed. Most one-on-ones are status updates in disguise. One conversation, one behaviour, and the agent talking more than the manager.
75% less time preparing coaching sessions at EverHelp, alongside a 270% increase in QA ratings. Read the story -
3Core
When support stops being a cost centre
As AI absorbs the routine tickets, the human conversations left over are the hard ones, and they are where the product actually gets judged. Score every one of them and support turns into a source of intelligence about the business rather than a compliance record.
84% to 93% CSAT at Trading 212 across 18 months. Read the story -
4Bonus
Beyond the survey: measuring satisfaction you never asked for
Survey CSAT is a self-selected slice that arrives days after the conversation ended. Resolution, customer effort and sentiment trajectory are already sitting in every ticket, and they can be read immediately across 100% of conversations rather than the few percent who answer a survey.
7 to 57 agents at Capital.com, with touchpoints per hour up 101%. Read the story -
5Bonus
Speech analytics was built for calls, and your support is not calls any more
Speech analytics reads calls. Conversation intelligence reads conversations on any channel. When most of the work arrives as tickets, chat and email, coverage across every channel beats deep analysis of the one channel that is shrinking.
2x ticket processing at GAMING1 between 2021 and 2023. Read the story
Get all five briefs
Leave a work email and we send the full set in one email. No follow-up call attached, and one email per new brief after that.
Frequently asked questions
What do I actually receive?
One email containing all five briefs. Each is a single page and roughly a three minute read, covering one idea with the reasoning behind it and a result from a named Kaizo customer. Nothing in the set sits behind a second form.
Who are the briefs written for?
QA managers, support operations leads and heads of customer service running teams of roughly 100 to 5,000 agents, in organisations where quality assurance already exists as a function and the open question is how to make it change behaviour rather than whether to start.
Do I need to use Kaizo to get value from them?
No. Four of the five are about the mechanics of quality assurance itself: sampling error, the coaching loop, satisfaction signals that do not come from surveys, and channel coverage. They apply to any QA programme. The customer results are there as evidence, not as a prerequisite.
Want to see full coverage on your own conversations?
Kaizo scores every conversation inside Zendesk and Salesforce Service Cloud, where your team already works.
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