The Art of
Conversation

The [DIGITAL] Customer Service QA
Conference Powered by Attendees

Request content

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 – we used this conference to bring those people together.

We collected questions from every single registrant prior to the event to make sure we answered everyones' burning questions.

Request content

2020 Keynote

The Art of Conversation✨ with Elisabeth Zornes

Chief Customer Officer at Zendesk

Digital customer service conference
Kate Hastings
Zendesk
QA Manager
Lauren Kwan
Lyft
Quality and Content Specialist
Ro Nattiv
MeUndies
Director of CX
Emily McKee
Stitch Fix
CX Global Quality Supervisor
Anna Dang
Mailchimp
Quality Control Manager
Rebecca Abrams
Peloton
Sr Manager, Learning and Knowledge Management
Caitlin Logan
FabFitFun
Senior Director of CX
Susannah Lescher
Etsy
Quality Program Manager

2020
Featured
Speakers

Request content

TAOC Digital

Though there’s nothing more magical than in-person event experiences, we made The Art of Conversation 2020 a digital event. 

Our community is the most important thing to us. This felt like the right thing to do to keep that community safe, while still facilitating an exchange of ideas that would make us all better. Though we weren’t in the same room together, we still had incredible conversations, forged new connections, and built an army of CX professionals.

Digital customer service conference

The magic of in-person events,
just digital ✨
(PJs encouraged)

digital customer service conference

No sleeping at your desk 😴

We brought the same great content (more actually!) and formatted each session to be as engaging as possible. This included audience participation (live Q&A) in every session, and workshops with intimate groups of QA and training pros.

Request content

Networking with a twist 🍻

Community was at the heart of The Art of Conversation (we just had to get creative). People connected with familiar faces, and bonded over shared experiences with new friends.

Request content

Workshops 🤝

People joined in on workshops throughout the day to dive into things like: the feedback loop between quality and training, what goes into the QA rubric, and using QA data for company impact (and more!).

Request content

More
Speakers

Request content

Katie Taylor
Zendesk
Senior QA Specialist
Natalie Mercuri
Havenly
Learning and Dev. Manager
Donna Drehmann
Postmates
Director of CX and Training
Brynn Gaeta
Dialpad
Team Lead, QA and Development
Will Kivinski
Greenhouse
Support Operations Manager
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
Micaela Rodriguez
Peloton
Quality Manager
Shamira Sirr
FabFitFun
Associate Manager, CX Learning and Dev.
Kallen Bakas
Illuminate Education
Director of Customer Support

2020
Attendees

Request content

2020
Sponsors

Mini Content Snapshot:

Unlocking Improvements in CX That Never Stop

Maintaining the Best Possible "State of Quality"

Making the QA Team More Human

Building Gratitude and Positivity Into  QA

Using QA Data to Its Fullest Potential

Unlocking Improvements in CX That Never Stop

Maintaining the Best Possible "State of Quality"

Making the QA Team More Human

Building Gratitude and Positivity Into  QA

Using QA Data to Its Fullest Potential

Unlocking Improvements in CX That Never Stop

Maintaining the Best Possible "State of Quality"

Making the QA Team More Human

Building Gratitude and Positivity Into  QA

Using QA Data to Its Fullest Potential

Topics we love
from 2019:

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.

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, and cross-functional initiatives.

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.

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.

The Art of Conversation 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.

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.

Request content here!