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Empowering Agents to Overcome Customer Service Challenges and Drive Brand Loyalty
Learn how QA tools and agent empowerment transform customer service into loyalty-building experiences, driving customer satisfaction and brand advocacy.
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.
QA that Drives Real Impact: How Chegg Delivers Value with QA and Insights
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Join Nate Dolin, Quality Manager, and Mary Payne, Manager of Support Insights at Chegg, as they reveal how their teams use AI, VoC, and targeted QA to turn customer feedback into powerful business decisions. Discover how Chegg refines agent performance, streamlines interactions, and delivers measurable results that matter.
Thursday, Nov 21, 2024 at 1 pm ET / 10 am PT
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.
