[Webinar On-Demand] Maximize Your Impact: Drive Customer Satisfaction with Performance Visibility & Coaching
Fireside Chat with Michael Whittaker, Customer Care Training & Quality Manager at Gousto
This year, the most successful companies will thrive during a recession if they keep their customers happy. This means, identifying opportunities to eliminate friction in the customer journey and de-escalating problems before they impact revenue is critical. How can you make this possible? Moving QA data from spreadsheets into ready-to-use dashboards for agent performance and agent development.
This on-demand webinar features an introspective discussion with Michael Whittaker, Customer Care Training & Quality Manager at leading British Food Kit Retailer, Gousto. Michael will share how his blended team of in-house and BPO agents achieve success through reporting and coaching systems that quickly spot performance trends/opportunities & uncover threats to customer satisfaction.
Learn first hand how implementing efficient and effective ways to understand Agent Performance allows you to create a coaching culture that: gets insights, drills into the weeds, and gives agents the tools they need to drive customer satisfaction.
In this on-demand webinar, you’ll learn how MaestroQA can help your team:
Get a holistic view of agent performance all in one place with a powerful KPI dashboard
Structure collaborative agent coaching conversations through a coach-from-anywhere experience
Build accountability in both your agents & coaches with easy-to-track Coaching Points & To Do’s
Consolidate your tech stack & empower your agents with one-click learning management system (LMS) integrations CSAT
About Michael Whittaker:
Michael is the Customer Training & Quality Manager at Gousto where he heads up a team focused on supporting Customer Care learning & development initiatives. This includes using the Maestro QA software to facilitate amazing coaching conversations driven by powerful QA feedback integrated with agent KPIs.
About Haley Fortune:
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.
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