The Future of Quality

I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.

– Maya Angelou

Scroll down to re-live the event experience, and learn about MaestroQA’s latest features.

How Quality Assurance Helps You Understand Customers and Protect Your Brand

How QA Helped monday.com Reduce AHT by 30%

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%.

Traditional productivity metrics and CSAT are just the tip of the iceberg

Modern CX teams have to dive deeper for insights that can help them to transform their customer conversations.

Here's how the ClassPass team uncovered  insights in their Quality Assurance data that eliminated 6,250 hours of agent work time in 2020.

ClassPass Eliminates 6,250 Days of Agent Chat Time Through QA

The ClassPass team encouraged ticket tagging best practices through QA, resulting in insights that allowed the team to optimize their customer interactions and outperform their retention targets.

Why CSAT & Productivity Metrics Only Show the Tip of the CX Iceberg

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.

Introducing:
Screen Capture 🎉

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.

Tails.com Boosts Support Agent Confidence & Performance with Screen Capture

Screen Capture helps Tails.com elevate agent confidence by providing actionable coaching and training, even while working remote.

GraderQA Gives Scribd a Data-Driven Approach to QA Calibrations

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.

GraderQA - A Closer Look

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.