Are trust issues between front-line agents and the QA team impacting your CX performance? When customers reach out to a company's support team, especially regarding sensitive issues, they expect personalized customer service that is effortless, inclusive, and judgment-free. As CX professionals, it's crucial to clarify the standards of care for agents to ensure customer satisfaction. Standardized expectations, feedback, and coaching can guide agents towards providing best-in-class support, especially when terms like "effortless" can have different interpretations.
Join us for an unmissable discussion with Salmeen Majid, CX Quality Assurance Supervisor at Hims & Hers, a leading telehealth brand specializing in eliminating stigmas around health and wellness issues and breaking down barriers for people to obtain quality healthcare. During the event, Salmeen will reveal how she and her team repaired the relationship between QA and front-line agents by de-villainizing feedback and building a culture of clarity and transparency using updated scorecards and team calibrations.
When
Available Now
Available Now
Where
On-Demand
In this webinar you’ll learn how MaestroQA can help your team:
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Get to the root-cause of negative customer interactions by identifying gaps in product and policy through non-scoring questions.
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Develop coaching strategies that implement a clear brand voice among your agents with 100% customizable scorecards.
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Establish a culture of transparency and reliability through team calibrations and Grade the Grader oversight for QA.
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Implement AI classifiers to gain insights beyond KPIs by automatically measuring interactions and agent performance based on keywords and more.
About Salmeen
Salmeen Majid is the CX Quality Assurance Supervisor for Hims & Hers where she is evolving the quality assurance program to support agents effectively, to streamline processes for quality analysts, and to upgrade the customer experience. Previously, she worked in leadership and quality assurance roles at Canva and Stitch Fix. She currently resides in Austin, Texas.
About Haley
Haley is the Marketing Campaign Coordinator at MaestroQA where she spearheads the new Product Webinar series. MaestroQA offers modern QA software that helps support teams identify and automate agent coaching opportunities to empower their team and optimize customer experience.
