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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.
Overcoming Obstacles for Support Agents: Navigate Difficult Customer Interactions for Success
This transformative workshop, led by renowned Evolution Coach Cléo Burke and MaestroQA's Scott Kelly, will reveal actionable strategies to eliminate barriers in your support process. Learn to detect early signs of customer dissatisfaction, de-escalate tense situations with empathetic communication, and implement practical resolution frameworks to navigate challenging interactions effectively.
Thursday, April 24, 2025 | 11 am PST | 2 pm 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.
