The Art of
Conversation

The [DIGITAL] Customer Service QA
Conference Powered by Attendees

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 – we’re using this conference to bring those people together.

We'll collect questions from every single registrant prior to the event to make sure we answer everyones' 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

TAOC Digital

Though there’s nothing more magical than in-person event experiences, we’ve decided to make The Art of Conversation 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 will make us all better. Though we won’t be in the same room together, we’ll still have incredible conversations, forge new connections, and build 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’re bringing you the same great content (more actually!) and formatting each session to be as engaging as possible. This will include audience participation in every session, and programmed, workshop-style conversations with intimate groups of quality and training professionals.

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Networking with a twist 🍻

Community is at the heart of The Art of Conversation (we’re just getting creative). Connect with familiar faces, or bond over shared experiences with new friends, using our networking platform. Additionally, if there’s something you’re dying to talk to someone about, we’ll set you up with a peer who’s an expert in that area. 

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Focus groups! For focus (and fun).

In addition to 1:1 networking, join people in similar industries (or with similar challenges) for workshops throughout the day. Dive into things like: the feedback loop between quality and training, rubrics for highly regulated industries, rubrics for capturing brand voice, and QA reporting/metrics best practices (and more!).

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More
Speakers

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Katie Taylor
Zendesk
Senior QA Specialist
Michaela Conserva
ezCater
Customer Service Supervisor
Natalie Mercuri
Havenly
Learning and Dev. Manager
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 Dev.
Kallen Bakas
Illuminate Education
Director of Customer Support

2020
Attendees

Register Here

2019
Sponsors

Preview of content for this year:

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 last year:

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.

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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