Resources

Webinars, guides, and customer stories to help you get started.

Webinar

Bombas: Why Future CX Leaders Are Getting Their Start in Quality

Hear from Nick Martin, Director of Customer Happiness at Bombas, on how Quality has shaped his career, and why the next generation of VPs and C-Suite execs will need a strong grounding in QA.

June 26, 2021

Guide

The Ultimate Guide to Agent Retention

Creating meaningful agent experiences is the key to retention. Learn how to increase agent retention on your team with 4 specific strategies.

November 22, 2021

Blogpost

Beyond Low CSAT Scores: Finding the Root Cause of Poor CX

Learn how brands can use contextual data to uncover the root cause of low customer satisfaction scores (CSAT) and then apply the right solution to improve them.

March 31, 2023

The Ultimate Guide to Agent Retention

Creating meaningful agent experiences is the key to retention. Learn how to increase agent retention on your team with 4 specific strategies.

November 22, 2021

How to Build Customer Loyalty Through CX

Building customer loyalty is crucial to your business. Learn how the customer experience can make a difference.

July 14, 2021

Industry Report: 2021 eCommerce Essentials

We analyzed over 265,000 customer support tickets to identify the key driving factors behind customer satisfaction and customer loyalty on eCommerce teams.

March 23, 2021

The Ultimate Guide to Customer Service QA Scorecards

Whether you're building scorecards from scratch or rethinking your existing scorecards, it's tough to know where to start. This eBook's here to help.

December 14, 2020

Elevate Your Outsourced Customer Service Game

This eBook provides insight into the essential tips and best practices for getting started with a customer support BPO.

March 21, 2023

Why Pay for QA?

Your guide to making the case for QA software.

March 28, 2021

The Ultimate Guide to Customer Service QA Scorecards

Whether you're building scorecards from scratch or rethinking your existing scorecards, it's tough to know where to start. This eBook's here to help.

December 14, 2020

Elevate Your Outsourced Customer Service Game

This eBook provides insight into the essential tips and best practices for getting started with a customer support BPO.

March 21, 2023

How to Build Customer Loyalty Through CX

Building customer loyalty is crucial to your business. Learn how the customer experience can make a difference.

July 14, 2021

Industry Report: 2021 eCommerce Essentials

We analyzed over 265,000 customer support tickets to identify the key driving factors behind customer satisfaction and customer loyalty on eCommerce teams.

March 23, 2021

The Ultimate Guide to Agent Retention

Creating meaningful agent experiences is the key to retention. Learn how to increase agent retention on your team with 4 specific strategies.

November 22, 2021

The Essential Guide to Chatbot Quality Assurance: Ensuring Excellence in Every Interaction

Explore chatbot best practices and quality assurance in our comprehensive guide. Learn how to enhance your customer support chatbot with advanced chatbot analytics and dashboard insights for superior chatbot QA.

Apr 18, 2024

Agent Empowerment: 5 Tactics for Customer Retention from Industry Leaders

Discover 5 transformative tactics for agent empowerment, driving customer retention. Dive into industry insights from Rent the Runway, Staples Canada, Gousto & more.

Oct 20, 2023

How Angi Unlocked Growth and Continuous Improvement with QA

Find out how Sydney's strategies and MaestroQA's powerful tools enabled exceptional customer service for Angi and fostered a culture of continuous improvement.

Jul 13, 2023

Beyond Low CSAT Scores: Finding the Root Cause of Poor CX

Learn how brands can use contextual data to uncover the root cause of low customer satisfaction scores (CSAT) and then apply the right solution to improve them.

Mar 31, 2023

A Guide to Customer Service Quality Assurance Programs

Learn how to create a customer service QA program that helps you scale your support team, without affecting quality of customer support.

Mar 1, 2023

The Essential Guide to Chatbot Quality Assurance: Ensuring Excellence in Every Interaction

Apr 18, 2024

Agent Empowerment: 5 Tactics for Customer Retention from Industry Leaders

Discover 5 transformative tactics for agent empowerment, driving customer retention. Dive into industry insights from Rent the Runway, Staples Canada, Gousto & more.

Oct 20, 2023

How Angi Unlocked Growth and Continuous Improvement with QA

Find out how Sydney's strategies and MaestroQA's powerful tools enabled exceptional customer service for Angi and fostered a culture of continuous improvement.

Jul 13, 2023

Beyond Low CSAT Scores: Finding the Root Cause of Poor CX

Learn how brands can use contextual data to uncover the root cause of low customer satisfaction scores (CSAT) and then apply the right solution to improve them.

Mar 31, 2023

A Guide to Customer Service Quality Assurance Programs

Learn how to create a customer service QA program that helps you scale your support team, without affecting quality of customer support.

Mar 1, 2023

Leveraging Customer Sentiment to Improve CX in Call Centers

Looking for a scalable, automated way to leverage customer sentiment data? MaestroQA is proud to introduce our Sentiment Analysis Dashboard to meet those needs.

Jul 12, 2022

Empathy & Authenticity: Customer Service Skills to Improve CX

Customer service skills are essential to improving customer experience. Learn why empathy, authenticity, and tone are critical for your call center team.

Apr 13, 2021

What CX Leaders Need to Know About Ecommerce Industry Trends

In this blog, we provide a comprehensive guide for customer experience (CX) leaders on current ecommerce industry trends, tactics, metrics and more.

Mar 31, 2021

How To Build Your First QA Scorecard — A Comprehensive Guide

Quality assurance scorecards are the foundation of any QA program. Learn how to build a call center quality scorecard with our comprehensive guide.

Oct 29, 2019

CSAT Scores vs. Quality Assurance Metrics – Which Is Better?

CSAT and quality assurance scores are used by most support teams. Learn about how these CX metrics impact customer satisfaction and when you should use them.

Jan 31, 2018

How Etsy Empowers Agent Performance

Learn how Etsy runs onboarding, training, and QA for their 500+ agent team–and how they deliver stellar experiences for millions of customers.

January 18, 2021

Bombas: Why Future CX Leaders Are Getting Their Start in Quality

Hear from Nick Martin, Director of Customer Happiness at Bombas, on how Quality has shaped his career, and why the next generation of VPs and C-Suite execs will need a strong grounding in QA.

June 26, 2021

Building Trust and Accountability in High Performing CX Teams with WP Engine

Learn how WP Engine has built an environment that allows managers to consistently measure agent performance, while helping them apply grading insights and deliver exceptional customer experiences.

August 20, 2020

How GetUpside's CX Team Maintains Fast Response Times with Increasing Ticket Volumes

Faced with ever-increasing ticket volumes and demand for support, GetUpside's CX team found themselves at a crossroads.

July 16, 2020

Why A Focus on Brand is Dialpad's Secret to Increased CSAT

Dialpad spearheaded their transformation from a response time-focused support team to a customer-first support team, doubling down on their brand values in the process. The results? Higher CSAT, QA scores, and improved FCR.

September 15, 2020

How Etsy Empowers Agent Performance

Learn how Etsy runs onboarding, training, and QA for their 500+ agent team–and how they deliver stellar experiences for millions of customers.

January 18, 2021

Bombas: Why Future CX Leaders Are Getting Their Start in Quality

Hear from Nick Martin, Director of Customer Happiness at Bombas, on how Quality has shaped his career, and why the next generation of VPs and C-Suite execs will need a strong grounding in QA.

June 26, 2021

Building Trust and Accountability in High Performing CX Teams with WP Engine

Learn how WP Engine has built an environment that allows managers to consistently measure agent performance, while helping them apply grading insights and deliver exceptional customer experiences.

August 20, 2020

How GetUpside's CX Team Maintains Fast Response Times with Increasing Ticket Volumes

Faced with ever-increasing ticket volumes and demand for support, GetUpside's CX team found themselves at a crossroads.

July 16, 2020

Why A Focus on Brand is Dialpad's Secret to Increased CSAT

September 15, 2020

How Brooklinen Helps Agents Perform at Their Best

Learn the tools and tactics behind Brooklinen’s CX University, and how they’ve been able to slash AHT while delivering world-class sleep straight to customers’ doors.

April 7, 2021