On-Demand Fireside Chat

Bonni Poch, Customer Experience and Training Manager at Staples, joins Vasu Prathipati, CEO of MaestroQA and Oliver Nono, Director of Enterprise Customer Success at Zendesk, to share key steps taken to address agent performance gaps.

Find out how creating an empowering experience helped them deliver substantially better results for their agents and customers.

Hear how Staples:

  • Shifted their QA process from a punitive style to one focused on agent empowerment

  • Used screen capture to find opportunities for improving and simplifying agent process

  • Reimagined agent coaching to enable them to help customers more effectively