Customer feedback, coaching, and QA are typically disconnected. By completing QA in real-time, it can be used as a coaching opportunity, rather than something agents dread each month.
At Stella Connect, we want to empower CX teams to perform at their best, and actionable QA is an important piece of that. We saw an opportunity to make the QA process more fun, engaging, and meaningful to agents by reimagining the manual and time-consuming process.
In this webinar, we will cover how to leverage a new approach to QA to:
Improve agent coaching
Calibrate key areas of discrepancy
Identify key trends
Unify customer feedback and QA
Monitoring isn’t just about spotting problems and dealing with them. It’s also about identifying and amplifying positive messages. Call quality monitoring is essential for any contact centre, providing invaluable insight into how you are performing and what customers are really experiencing.
Designing a CX Program for Business ResultsQualtrics
Customer Experience Programs are the discipline of embedding customer insight into every critical decision, improving how you perform at every level of your organisation. Watch this webinar as Qualtrics Subject Matter Expert, Vicky Katsabaris talks us through the 5 core competencies to live by.
The Wheel of Sustainability: Engaging and Empowering Teams to Produce Lasting...KaiNexus
Presented by Adam Lawrence, Managing Partner of Process Improvement Partners, LLC
In this webinar, you will learn...
Learn about all elements of the Wheel of Sustainability.
Get real-life examples of implementation of the Wheel
Understand how to develop Leadership Commitment to create and sustain a winning team experience
Adam Lawrence
Adam is the Managing Partner of Process Improvement Partners, LLC. He has 30+ years of experience in process improvement activities, targeted at manufacturing and business processes. Having facilitated 300+ Kaizen events in multiple industries around the world, Adam aligns with leadership, engages teams, and creates sustainable results.
Married to his wonderful wife, Peggy, for 30 years, they have one son (Tyler, his IT department). Adam grew up in the Washington, DC area and received his BS in Industrial Engineering from Virginia Tech. He earned Lean certifications from the University of Michigan.
The Power of Storytelling in Job Search and CareerKatharine Hansen
Makes little sense unless you read the Speaker's Notes. Audio version to come. Adaptation of a presentation I gave to a group of career counselors who work with executive MBA students. Tells why storytelling is effective in the job search; gives examples of carrying the same story across resume, cover letter, and interview response; describes a hands-on activity, and briefly touches on storytelling in networking, personal branding, and career portfolios.
Monitoring isn’t just about spotting problems and dealing with them. It’s also about identifying and amplifying positive messages. Call quality monitoring is essential for any contact centre, providing invaluable insight into how you are performing and what customers are really experiencing.
Designing a CX Program for Business ResultsQualtrics
Customer Experience Programs are the discipline of embedding customer insight into every critical decision, improving how you perform at every level of your organisation. Watch this webinar as Qualtrics Subject Matter Expert, Vicky Katsabaris talks us through the 5 core competencies to live by.
The Wheel of Sustainability: Engaging and Empowering Teams to Produce Lasting...KaiNexus
Presented by Adam Lawrence, Managing Partner of Process Improvement Partners, LLC
In this webinar, you will learn...
Learn about all elements of the Wheel of Sustainability.
Get real-life examples of implementation of the Wheel
Understand how to develop Leadership Commitment to create and sustain a winning team experience
Adam Lawrence
Adam is the Managing Partner of Process Improvement Partners, LLC. He has 30+ years of experience in process improvement activities, targeted at manufacturing and business processes. Having facilitated 300+ Kaizen events in multiple industries around the world, Adam aligns with leadership, engages teams, and creates sustainable results.
Married to his wonderful wife, Peggy, for 30 years, they have one son (Tyler, his IT department). Adam grew up in the Washington, DC area and received his BS in Industrial Engineering from Virginia Tech. He earned Lean certifications from the University of Michigan.
The Power of Storytelling in Job Search and CareerKatharine Hansen
Makes little sense unless you read the Speaker's Notes. Audio version to come. Adaptation of a presentation I gave to a group of career counselors who work with executive MBA students. Tells why storytelling is effective in the job search; gives examples of carrying the same story across resume, cover letter, and interview response; describes a hands-on activity, and briefly touches on storytelling in networking, personal branding, and career portfolios.
If freemium or free trials are an important part of your customer acquisition process, then you need the right tools to maximize your conversions from free to paid.
This is a Quarterly Business Review Template to be used by Customer Success Management organizations.
One of the most important activities your Customer Success Managers (CSMs) will perform is the Quarterly Business Review (QBR).
QBRs are sometimes known by different names – Business Reviews or Executive Business Reviews – but no matter what they’re called, they’re incredibly important and the agenda and flow are largely going to fall on the CSM, so it’s critical to help them prepare for, and perform QBRs, the right way.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
Performance management problem and solution overview : GroSum GroSum
Overview of Performance Management issues and how GroSum is benefiting organization. By automating the entire Performance Management process, GroSum makes the work of HR much easier and saves time for other activities.
With Checkins and Instant Feedback, GroSum is eliminating non-engagement from Performance Management.
Topics covered here : Checkins, Instant Feedback, GroSum Review Cycle, Review Letters, Automated Email and notifications
Connectics: Tips and Tricks to Drive Engagement Across Your OrganisationEileenTan67
Whether you're just getting started or looking to re-energise, get contextual best practice tips and tricks you can use to drive engagement, and take your process improvement efforts to the next level.
Being digitally successful requires successfully delivering your transformative IT initiatives. Bill Haser shares the concepts he learned over a 20+ year IT carrier to help you organization identify and mitigate the risks associated with major IT enabled initiatives.
Aligning customer support and success: A workshopPaul Reeves
This workshop contains instructions and notes to help Customer Support and Customer Success leaders to educate, onboard, and align teams and colleagues. You can do all of the workshop in a 90-minute session, or do portions of it as part of your ongoing team meetings. The workshop helps teams in support and success to both understand their own domains deeply, and understand and appreciate a complementary function. Executives can use key slides to educate peers on key distinctions between the support and success teams. HR can use it for career pathing discussions.
Boost CSM Productivity with Customer Success PlaybooksBluenose Analytics
Learn how DoubleDutch uses Customer Success Playbooks to grow and scale an international Customer Success team for a wide array of notable brands ranging from SMBs to Fortune 500 companies.
This webinar features Aaron Lapierre, Director of Customer Success, and Sendhil Jayachandran, Head of Product Marketing at Bluenose.
The recording can be found at https://www.youtube.com/watch?v=NzShCOJTp50
For more info on Bluenose, visit http://www.bluenose.com
City of Canning: 4 Key Success Factors to Drive Engagement and Build MomentumEileenTan67
Kristy Workman from City of Canning shares the key success factors on how her team drove process management buy-in and momentum at the council. Get tips and ideas you can use in your own organisation, including how to run effective Process Champion Forums, training, and process management drop-ins.
If freemium or free trials are an important part of your customer acquisition process, then you need the right tools to maximize your conversions from free to paid.
This is a Quarterly Business Review Template to be used by Customer Success Management organizations.
One of the most important activities your Customer Success Managers (CSMs) will perform is the Quarterly Business Review (QBR).
QBRs are sometimes known by different names – Business Reviews or Executive Business Reviews – but no matter what they’re called, they’re incredibly important and the agenda and flow are largely going to fall on the CSM, so it’s critical to help them prepare for, and perform QBRs, the right way.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
Performance management problem and solution overview : GroSum GroSum
Overview of Performance Management issues and how GroSum is benefiting organization. By automating the entire Performance Management process, GroSum makes the work of HR much easier and saves time for other activities.
With Checkins and Instant Feedback, GroSum is eliminating non-engagement from Performance Management.
Topics covered here : Checkins, Instant Feedback, GroSum Review Cycle, Review Letters, Automated Email and notifications
Connectics: Tips and Tricks to Drive Engagement Across Your OrganisationEileenTan67
Whether you're just getting started or looking to re-energise, get contextual best practice tips and tricks you can use to drive engagement, and take your process improvement efforts to the next level.
Being digitally successful requires successfully delivering your transformative IT initiatives. Bill Haser shares the concepts he learned over a 20+ year IT carrier to help you organization identify and mitigate the risks associated with major IT enabled initiatives.
Aligning customer support and success: A workshopPaul Reeves
This workshop contains instructions and notes to help Customer Support and Customer Success leaders to educate, onboard, and align teams and colleagues. You can do all of the workshop in a 90-minute session, or do portions of it as part of your ongoing team meetings. The workshop helps teams in support and success to both understand their own domains deeply, and understand and appreciate a complementary function. Executives can use key slides to educate peers on key distinctions between the support and success teams. HR can use it for career pathing discussions.
Boost CSM Productivity with Customer Success PlaybooksBluenose Analytics
Learn how DoubleDutch uses Customer Success Playbooks to grow and scale an international Customer Success team for a wide array of notable brands ranging from SMBs to Fortune 500 companies.
This webinar features Aaron Lapierre, Director of Customer Success, and Sendhil Jayachandran, Head of Product Marketing at Bluenose.
The recording can be found at https://www.youtube.com/watch?v=NzShCOJTp50
For more info on Bluenose, visit http://www.bluenose.com
City of Canning: 4 Key Success Factors to Drive Engagement and Build MomentumEileenTan67
Kristy Workman from City of Canning shares the key success factors on how her team drove process management buy-in and momentum at the council. Get tips and ideas you can use in your own organisation, including how to run effective Process Champion Forums, training, and process management drop-ins.
How does an organization go from a stressful, inefficient, inaccurate top-down performance management process to a collaborative stress free, accurate, performance engagement process?
Performance reviews get a bad rap especially when a manager blindsides an employee with a ten-month old blast from the past. Reviews play a key role in merit increases, bonuses, promotions, training, and recognition. So why is a process with the potential to do so much good, despised by so many?
Best practices for contact center performance managementJennifer Whedbee
This webinar covers the best practices for implementing a real-time contact center performance management (CCPM) solution.
- Best-of-breed contact center performance management solution functionality
- Benefits of implementing a contact center management solution
- Top reasons for investing in a real-time contact center management solution
Recorded Thursday, April 21, 2015
An introduction to Executive Springboard, covering the risks and costs of failed executive transitions, the Executive Springboard process, mentor qualifications and track record.
VereQuest | Guide to Outsourcing your Contact Center's Quality MonitoringSharon Oatway
Do you conduct QA on your contact center customer interactions? Historically, internal QA scores have been as much as 30% higher than reality. Having a third-party evaluation can help provide the perspective you need to align with how customers see your organization. This eBook will help guide you through the decision-making process: To outsourced your QA or not?
Human Capital Growth Webinar: Better performance, less management the gap inc...Human Capital Growth
Ratings or no ratings, learn what it takes to design a performance management system that can withstand changes in business model and leadership change.
http://www.humancapitalgrowth.com/better-performance-less-management-the-gap-story.html
When organizations remove the hurdles their employees face, engage with them on their needs and nurture and develop them, they create an extraordinary culture where employees unleash their potential, set new standards of excellence and create wonders. We call it peopleMAGIC. And it is made possible by Synergita’s cloud based performance management and analytics solution.
Synergita guarantees Zero Disruption as it is easy to use and integrates with existing applications and processes. Our customers go WOW! With our powerful features designed around their needs. Synergita’s Insta-go functionality gets you on your way with minimal fuss. Synergita is a system that works the way you want it to.
Synergita automates employee talent data, employee goals alignment, continuous employee performance reviews & feedback, employee engagement, employee development & retention.
Synergita is highly coherent and can be integrated with any pre-existing HR platform. Synergita aims to resolve all important talent management related pain points (employee engagement and employee development) of an organization and create more great places to work for employees.
You can manage employee talent information, set goals, track and monitor progress, manage competency and performance, do 360 degree feedback surveys, recommend training for employees, do employee engagement surveys, peer recognition, etc. using Synergita.
WebClinic-4 Strategies for Optimizing Quality and Performance Using Gamificat...playvox
Applying gamification techniques to both quality and performance in your call center leads to higher employee engagement from supervisor to agent level. Finding the balance between how to drive both external and internal motivation is one of the greatest fulfillments any call center can achieve.
What really inspires employees to stay engaged? How can you empower your team to improve customer experience?
You'll learn how team leaders and agents can:
-use the cycle of self-improvement to drive motivation
-use tools to practically apply gamification to increase quality results
-create performance campaigns that drive engagement
-reduce attrition and create a positively social atmosphere
Synergita is a cloud based performance management software which not only automates to resolve all employee performance review pain points but also enables employee engagement, employee training and development. Synergita helps create an extraordinary culture where employees unleash their potential, set new standards of excellence and create wonders. HR teams elevate their organization’s performance by eliminating the stress, time pressures and employee dissatisfaction. We call it “people MAGIC”.
Take a closer look at the multiple features of our employee management system through our presentations. These help understand Synergita in a better manner. Know more by visiting www.synergita.com
Similar to QA is Broken: How Stella Connect is Reshaping the Future of QA (20)
Code reviews are vital for ensuring good code quality. They serve as one of our last lines of defense against bugs and subpar code reaching production.
Yet, they often turn into annoying tasks riddled with frustration, hostility, unclear feedback and lack of standards. How can we improve this crucial process?
In this session we will cover:
- The Art of Effective Code Reviews
- Streamlining the Review Process
- Elevating Reviews with Automated Tools
By the end of this presentation, you'll have the knowledge on how to organize and improve your code review proces
Navigating the Metaverse: A Journey into Virtual Evolution"Donna Lenk
Join us for an exploration of the Metaverse's evolution, where innovation meets imagination. Discover new dimensions of virtual events, engage with thought-provoking discussions, and witness the transformative power of digital realms."
Enterprise Resource Planning System includes various modules that reduce any business's workload. Additionally, it organizes the workflows, which drives towards enhancing productivity. Here are a detailed explanation of the ERP modules. Going through the points will help you understand how the software is changing the work dynamics.
To know more details here: https://blogs.nyggs.com/nyggs/enterprise-resource-planning-erp-system-modules/
Software Engineering, Software Consulting, Tech Lead.
Spring Boot, Spring Cloud, Spring Core, Spring JDBC, Spring Security,
Spring Transaction, Spring MVC,
Log4j, REST/SOAP WEB-SERVICES.
In software engineering, the right architecture is essential for robust, scalable platforms. Wix has undergone a pivotal shift from event sourcing to a CRUD-based model for its microservices. This talk will chart the course of this pivotal journey.
Event sourcing, which records state changes as immutable events, provided robust auditing and "time travel" debugging for Wix Stores' microservices. Despite its benefits, the complexity it introduced in state management slowed development. Wix responded by adopting a simpler, unified CRUD model. This talk will explore the challenges of event sourcing and the advantages of Wix's new "CRUD on steroids" approach, which streamlines API integration and domain event management while preserving data integrity and system resilience.
Participants will gain valuable insights into Wix's strategies for ensuring atomicity in database updates and event production, as well as caching, materialization, and performance optimization techniques within a distributed system.
Join us to discover how Wix has mastered the art of balancing simplicity and extensibility, and learn how the re-adoption of the modest CRUD has turbocharged their development velocity, resilience, and scalability in a high-growth environment.
Cyaniclab : Software Development Agency Portfolio.pdfCyanic lab
CyanicLab, an offshore custom software development company based in Sweden,India, Finland, is your go-to partner for startup development and innovative web design solutions. Our expert team specializes in crafting cutting-edge software tailored to meet the unique needs of startups and established enterprises alike. From conceptualization to execution, we offer comprehensive services including web and mobile app development, UI/UX design, and ongoing software maintenance. Ready to elevate your business? Contact CyanicLab today and let us propel your vision to success with our top-notch IT solutions.
How Recreation Management Software Can Streamline Your Operations.pptxwottaspaceseo
Recreation management software streamlines operations by automating key tasks such as scheduling, registration, and payment processing, reducing manual workload and errors. It provides centralized management of facilities, classes, and events, ensuring efficient resource allocation and facility usage. The software offers user-friendly online portals for easy access to bookings and program information, enhancing customer experience. Real-time reporting and data analytics deliver insights into attendance and preferences, aiding in strategic decision-making. Additionally, effective communication tools keep participants and staff informed with timely updates. Overall, recreation management software enhances efficiency, improves service delivery, and boosts customer satisfaction.
Large Language Models and the End of ProgrammingMatt Welsh
Talk by Matt Welsh at Craft Conference 2024 on the impact that Large Language Models will have on the future of software development. In this talk, I discuss the ways in which LLMs will impact the software industry, from replacing human software developers with AI, to replacing conventional software with models that perform reasoning, computation, and problem-solving.
TROUBLESHOOTING 9 TYPES OF OUTOFMEMORYERRORTier1 app
Even though at surface level ‘java.lang.OutOfMemoryError’ appears as one single error; underlyingly there are 9 types of OutOfMemoryError. Each type of OutOfMemoryError has different causes, diagnosis approaches and solutions. This session equips you with the knowledge, tools, and techniques needed to troubleshoot and conquer OutOfMemoryError in all its forms, ensuring smoother, more efficient Java applications.
Gamify Your Mind; The Secret Sauce to Delivering Success, Continuously Improv...Shahin Sheidaei
Games are powerful teaching tools, fostering hands-on engagement and fun. But they require careful consideration to succeed. Join me to explore factors in running and selecting games, ensuring they serve as effective teaching tools. Learn to maintain focus on learning objectives while playing, and how to measure the ROI of gaming in education. Discover strategies for pitching gaming to leadership. This session offers insights, tips, and examples for coaches, team leads, and enterprise leaders seeking to teach from simple to complex concepts.
Climate Science Flows: Enabling Petabyte-Scale Climate Analysis with the Eart...Globus
The Earth System Grid Federation (ESGF) is a global network of data servers that archives and distributes the planet’s largest collection of Earth system model output for thousands of climate and environmental scientists worldwide. Many of these petabyte-scale data archives are located in proximity to large high-performance computing (HPC) or cloud computing resources, but the primary workflow for data users consists of transferring data, and applying computations on a different system. As a part of the ESGF 2.0 US project (funded by the United States Department of Energy Office of Science), we developed pre-defined data workflows, which can be run on-demand, capable of applying many data reduction and data analysis to the large ESGF data archives, transferring only the resultant analysis (ex. visualizations, smaller data files). In this talk, we will showcase a few of these workflows, highlighting how Globus Flows can be used for petabyte-scale climate analysis.
Understanding Globus Data Transfers with NetSageGlobus
NetSage is an open privacy-aware network measurement, analysis, and visualization service designed to help end-users visualize and reason about large data transfers. NetSage traditionally has used a combination of passive measurements, including SNMP and flow data, as well as active measurements, mainly perfSONAR, to provide longitudinal network performance data visualization. It has been deployed by dozens of networks world wide, and is supported domestically by the Engagement and Performance Operations Center (EPOC), NSF #2328479. We have recently expanded the NetSage data sources to include logs for Globus data transfers, following the same privacy-preserving approach as for Flow data. Using the logs for the Texas Advanced Computing Center (TACC) as an example, this talk will walk through several different example use cases that NetSage can answer, including: Who is using Globus to share data with my institution, and what kind of performance are they able to achieve? How many transfers has Globus supported for us? Which sites are we sharing the most data with, and how is that changing over time? How is my site using Globus to move data internally, and what kind of performance do we see for those transfers? What percentage of data transfers at my institution used Globus, and how did the overall data transfer performance compare to the Globus users?
How to Position Your Globus Data Portal for Success Ten Good PracticesGlobus
Science gateways allow science and engineering communities to access shared data, software, computing services, and instruments. Science gateways have gained a lot of traction in the last twenty years, as evidenced by projects such as the Science Gateways Community Institute (SGCI) and the Center of Excellence on Science Gateways (SGX3) in the US, The Australian Research Data Commons (ARDC) and its platforms in Australia, and the projects around Virtual Research Environments in Europe. A few mature frameworks have evolved with their different strengths and foci and have been taken up by a larger community such as the Globus Data Portal, Hubzero, Tapis, and Galaxy. However, even when gateways are built on successful frameworks, they continue to face the challenges of ongoing maintenance costs and how to meet the ever-expanding needs of the community they serve with enhanced features. It is not uncommon that gateways with compelling use cases are nonetheless unable to get past the prototype phase and become a full production service, or if they do, they don't survive more than a couple of years. While there is no guaranteed pathway to success, it seems likely that for any gateway there is a need for a strong community and/or solid funding streams to create and sustain its success. With over twenty years of examples to draw from, this presentation goes into detail for ten factors common to successful and enduring gateways that effectively serve as best practices for any new or developing gateway.
Custom Healthcare Software for Managing Chronic Conditions and Remote Patient...Mind IT Systems
Healthcare providers often struggle with the complexities of chronic conditions and remote patient monitoring, as each patient requires personalized care and ongoing monitoring. Off-the-shelf solutions may not meet these diverse needs, leading to inefficiencies and gaps in care. It’s here, custom healthcare software offers a tailored solution, ensuring improved care and effectiveness.
Globus Compute wth IRI Workflows - GlobusWorld 2024Globus
As part of the DOE Integrated Research Infrastructure (IRI) program, NERSC at Lawrence Berkeley National Lab and ALCF at Argonne National Lab are working closely with General Atomics on accelerating the computing requirements of the DIII-D experiment. As part of the work the team is investigating ways to speedup the time to solution for many different parts of the DIII-D workflow including how they run jobs on HPC systems. One of these routes is looking at Globus Compute as a way to replace the current method for managing tasks and we describe a brief proof of concept showing how Globus Compute could help to schedule jobs and be a tool to connect compute at different facilities.
AI Pilot Review: The World’s First Virtual Assistant Marketing SuiteGoogle
AI Pilot Review: The World’s First Virtual Assistant Marketing Suite
👉👉 Click Here To Get More Info 👇👇
https://sumonreview.com/ai-pilot-review/
AI Pilot Review: Key Features
✅Deploy AI expert bots in Any Niche With Just A Click
✅With one keyword, generate complete funnels, websites, landing pages, and more.
✅More than 85 AI features are included in the AI pilot.
✅No setup or configuration; use your voice (like Siri) to do whatever you want.
✅You Can Use AI Pilot To Create your version of AI Pilot And Charge People For It…
✅ZERO Manual Work With AI Pilot. Never write, Design, Or Code Again.
✅ZERO Limits On Features Or Usages
✅Use Our AI-powered Traffic To Get Hundreds Of Customers
✅No Complicated Setup: Get Up And Running In 2 Minutes
✅99.99% Up-Time Guaranteed
✅30 Days Money-Back Guarantee
✅ZERO Upfront Cost
See My Other Reviews Article:
(1) TubeTrivia AI Review: https://sumonreview.com/tubetrivia-ai-review
(2) SocioWave Review: https://sumonreview.com/sociowave-review
(3) AI Partner & Profit Review: https://sumonreview.com/ai-partner-profit-review
(4) AI Ebook Suite Review: https://sumonreview.com/ai-ebook-suite-review
Quarkus Hidden and Forbidden ExtensionsMax Andersen
Quarkus has a vast extension ecosystem and is known for its subsonic and subatomic feature set. Some of these features are not as well known, and some extensions are less talked about, but that does not make them less interesting - quite the opposite.
Come join this talk to see some tips and tricks for using Quarkus and some of the lesser known features, extensions and development techniques.
Providing Globus Services to Users of JASMIN for Environmental Data AnalysisGlobus
JASMIN is the UK’s high-performance data analysis platform for environmental science, operated by STFC on behalf of the UK Natural Environment Research Council (NERC). In addition to its role in hosting the CEDA Archive (NERC’s long-term repository for climate, atmospheric science & Earth observation data in the UK), JASMIN provides a collaborative platform to a community of around 2,000 scientists in the UK and beyond, providing nearly 400 environmental science projects with working space, compute resources and tools to facilitate their work. High-performance data transfer into and out of JASMIN has always been a key feature, with many scientists bringing model outputs from supercomputers elsewhere in the UK, to analyse against observational or other model data in the CEDA Archive. A growing number of JASMIN users are now realising the benefits of using the Globus service to provide reliable and efficient data movement and other tasks in this and other contexts. Further use cases involve long-distance (intercontinental) transfers to and from JASMIN, and collecting results from a mobile atmospheric radar system, pushing data to JASMIN via a lightweight Globus deployment. We provide details of how Globus fits into our current infrastructure, our experience of the recent migration to GCSv5.4, and of our interest in developing use of the wider ecosystem of Globus services for the benefit of our user community.
4. Call Center QA Overview
Call center quality assurance is a process to ensure customer interactions are
handled accurately, consistently, and match a company’s desired outcome.
4
Empathy Communication Procedures Compliance Resolution
9. ...The traditional approach to QA is broken
9
● Time consuming
● Difficult to pinpoint effective coaching areas
● Subjective
● Calibration sessions are ineffective
● Can’t derive trends
● Current software isn’t intuitive
● Tools are siloed
● Delayed
12. • QA in real-time
• Access reviews as soon as they’re
completed
• Randomly select recent
interactions to review
• Empower agents to immediately
self correct
Real-Time
12
13. Actionable
13
• Add annotations without a
required score
• Add comments to
transcripts
• Use QA reviews to drive 1:1
discussions
• Reporting built directly for
frontline teams
14. Unified
14
• Save CX teams time and money
• Dig into driving factors behind
customer interactions
• Drill into different ticket categories
• Make the most of calibration
sessions
• Provide agent coaching in real time
16. “Before Stella Connect,
we were auditing about
4 to 4.5 percent of all of
our service interactions.
In the first two months
of using the QA tool, we
were able to audit 22
percent of interactions
with the same team size.
We saw about a 5x
efficiency gain on the
number of audits we
could get through.”
Miles Dunn
Director of Support at
Peek.com
5X
QA efficiency
gain
7%
Increase
in CSAT
25%
Increase in QA
Scores
17. Stella Connect is Re-imagining QA
17
Ability to do QA in real-time
We make QA as actionable as possible to be used for coaching
We are the only solution in the market that unifies the power
of customer feedback, QA, and coaching in one place.
