We sit at the focal point of the best companies in the world (and how they run their QA programs).
Chances are, if a support professional has a question, we know another support professional who has the answer – and we’re using this conference to bring those people together.
We'll speak to every single registrant prior to the event to make sure we answer your burning questions (through content or a connection).
For many of our customers, QA is the process through which opportunities for training are identified. There's a feedback loop between QA, regular check-ins, ongoing trainings, and onboarding (then making sure training sticks with QA).
Harry’s Razors and FuboTV walked us through the process and technology they use to train their teams.
CX teams interface with customers at critical moments, and we know that they’re responsible for an intangible amount of customer loyalty, and an intangible amount of revenue.
This panel explored how Glossier, Seatgeek, and Freshly drive revenue through proactive outreach, cross-functional initiatives, and providing kick-butt service. All three believe that exceptional CX = marketing, and that it's the key to customer loyalty.
How do you create a good QA rubric when it’s hard to define what you’re asking an agent to do?
A really great customer interaction cannot have a script – it has to be authentic and real. In order for this to happen, every conversation must be unique – agents need to be empowered to think outside the box, and make decisions based on real-time situations.
Peloton and Zola walked us through how they support agents to be successful without a script.
Support professionals, and the conversations and relationships that we have with them, are the most important part of our company.
We want every support professional to feel like they have an army (or community) behind them.
This conference is a manifestation of that mission.
Support professionals, and the conversations and relationships that we have with them, are the most important part of our company.
We want every support professional to feel like they have an army (or community) behind them.
This conference is a manifestation of that mission.
Conversations are the building block of good relationships. Openness to letting conversations flow naturally is a core element of good conversation, and of a good customer interaction.
Conversations are the building block of good relationships, and this year, we want to add that relationships are the foundation of communities – something we’re trying to build through both in-person and digital experiences.
