Doing Contact Center Quality Assurance the Right Way

On-Demand

It may seem simple, but the reality is that great customer service experiences start with great customer service agents. When a customer calls, emails, or chats in with an issue, your agent has the opportunity to make or break their perception of your brand with how they handle the situation. If your organization is like most, you probably already have a quality assurance (QA) program in place to monitor customer interactions. But not all QA programs are created equal.

Among the topics discussed:

  • Diagnosing a flawed QA process
  • Using QA to facilitate 1:1 training and coaching
  • Understanding Passive QA vs. Active QA
  • Transforming your QA program using real-time feedback

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Speakers

Chris Vodola

Chris Vodola

RVP, Customer Success,
Stella Connect by Medallia

Kelley Cutforth

Kelley Cutforth

Director, Customer Service,
Chegg

Sagarika Prusty

Sagarika Prusty

Director, Customer Engagement,
Instacart

Emiles Estes

Emiles Estes

Sr. Director of Service & Support,
Thumbtack

Chris Purpura

Chris Purpura

VP of Customer Service,
Neiman Marcus

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