The 2% Problem: Why Your QA Scorecard Isn't Telling You About Your Customers

Traditional contact center QA reviews roughly 2% of calls and reports the result as if it describes the whole operation. This page frames the choice between sampling and reading 100% of conversations as an architectural decision rather than a feature difference, comparing how CallMiner, NICE Nexidia, Qualtrics XM Discover, and Spiral by UJET handle coverage, discovery of unknown issues, setup time, and whether output reaches a product team or stops at a QA scorecard. The core argument: a 2% sample tells you about your scorecard, not about your customers.