In this session, MaShari Walker and Justin Junious of the monday.com Customer Experience team share how actionable insights from QA data led to changes that decreased Average Handle Time by 30%.
Here's how the ClassPass team uncovered insights in their Quality Assurance data that eliminated 6,250 hours of agent work time in 2020.
CSAT and productivity metrics (like AHT) are go-to's for most support teams. We run through what these metrics miss—and why it's time to go beyond them.
Screen Capture gives graders full visibility into the agent’s point of view. This clarifies the ticket resolution process and allows you to address the unseen issues that impact the agent and customer experience.
Screen Capture helps Tails.com elevate agent confidence by providing actionable coaching and training, even while working remote.
GraderQA allows Scribd's graders to be in complete alignment over grading standards, ensures that agents receive fair assessments, and cuts down on time needed for calibration sessions.