On-Demand Fireside Chat

Employee experience is highly linked to customer experience. If agents are equipped with the right tools and systems to effectively do their jobs, customer experience dramatically improves.

In this session, Meghan Mullen, Partner L&D Quality Lead at Etsy, and Vasu Prathipati, CEO at MaestroQA, discuss how Etsy used QA insights to develop data-driven coaching programs and improve agent performance by 14% - all while decreasing CES.

In this session, you'll learn:

  • How to leverage QA data as a foundation for agent coaching and CSAT/CES improvements

  • Why better onboarding and coaching can improve agent retention and decrease hiring costs

  • How to streamline your quality program to create a more streamlined customer experience