The Art of
Conversation

The Customer Service QA Conference
Powered by Attendees

Brooklyn, NY | May 5th 2020

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Attendee-Inspired Content

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).

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2020
Featured
Speakers

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Kate Hastings
Zendesk
QA Manager
Lauren Kwan
Lyft
Quality and Content Specialist
Ro Nattiv
MeUndies
Senior CX Manager
Donna Drehmann
Postmates
Director of CX and Training
Will Kivinski
Greenhouse
Support Operations Manager
Rebecca Abrams
Peloton
Sr Manager, Learning and Knowledge Management
Caitlin Logan
FabFitFun
Senior Director of CX
Susannah Lescher
Etsy
Quality Program Manager

Venue

Music Hall of Williamsburg
66 N 6th St
Brooklyn, NY 11211

Last Year, attendees
learned about...

The Art of Training

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.

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CX as a Revenue Driver

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.

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The Art of Conversation

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.

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More
Speakers

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Katie Taylor
Zendesk
Senior QA Specialist
Michaela Conserva
ezCater
Customer Service Supervisor
Danielle Larkin
ezCater
QA Specialist
Brynn Gaeta
Dialpad
Team Lead, QA and Development
Lauren Manser
MeUndies
Sr QA Specialist
Caylen McDonald
MeUndies
Learning and Dev Coordinator
Paige Hill
Handy
Sr. CX Manager
Armanda Antunes
Dashlane
Training and Quality Manager
Anna Dang
Mailchimp
Quality Control Manager
Micaela Rodriguez
Peloton
Quality Manager
Shamira Sirr
FabFitFun
Associate Manager, CX Learning and Development
Kallen Bakas
Illuminate Education
Director of Customer Support

2020
Attendees

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2019
Sponsors

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.

Why Conversations?

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.

Why Conversations?

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.

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