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What 400 Mystery Shopper Calls Just Taught Us About Quality in the Insurance Industry
What 400 mystery shopper calls revealed about agent communication, trust gaps, and quality in today’s high-risk homeowners insurance market.
Quality Assurance
Refine your quality assurance program with scorecard designs, calibration techniques, and automated workflows. Explore actionable insights to maintain high standards of customer service and continuous improvement.
Mastering Quality Through Knowledge Management: A Conversation with Rick, CEO of Guru
Join Rick Nucci, CEO of Guru, and Vasu Prathipati, CEO of MaestroQA, for a behind-the-scenes look at how Guru turns knowledge into a lever for quality at scale. From onboarding to operations, Rick shares how a dynamic knowledge system drives smarter decisions, stronger performance, and a culture rooted in excellence.
Wednesday, May 14th | 11am PST / 2pm EST
Agent Coaching & Development
Empower your customer support agents with coaching techniques, training programs, and performance management strategies that elevate their skills and morale. Learn how data-driven coaching can transform your team's performance.
AI & Technology in CX
Stay ahead of the curve by leveraging AI and emerging technologies to transform customer experience (CX). From chatbots to sentiment analysis, discover how automation and machine learning are shaping the future of customer support.
