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.
The Art of Conversation✨ with Elisabeth Zornes
Chief Customer Officer at Zendesk
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.
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.
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.
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!).
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, and cross-functional initiatives.
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.
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.
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.
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.
