[Webinar On-Demand] Automate Your QA: Get to Root-Cause Faster & Prevent Customer Friction
Fireside Chat with Marcus Tatum, Quality Assurance Manager at Novo
In the current competitive landscape, customer satisfaction is vital to success. However, manually reviewing customer interactions to ensure satisfaction can be a tedious and exhausting process. The implementation of AI in QA programs can streamline the process, save time, and uncover the root cause of customer issues faster. But before you integrate AI into your program, it's crucial to understand the value of manual QA as a benchmark.
We invite you to join us for an unmissable discussion with Marcus Tatum, Quality Assurance Manager at Novo, a leading mobile banking platform. During the event, Marcus will reveal his team's secrets to success and how they utilize a combination of manual and AI-based QA to drive customer satisfaction.
Don't miss out on this opportunity to gain valuable insights and optimize your QA process. Join us and take your customer service to the next level!
In this webinar you’ll learn how MaestroQA can help your team:
Utilize Smart Attributes, such as specific words and phrases, to gain actionable business insights.
Identify and address negative sentiment expressed in customer conversations using sentiment analysis.
Streamline the grading process of customer interactions with 100% call transcription.
Implement AI classifiers to gain insights beyond KPIs, automatically measuring interactions and agent performance based on keywords and more.
About Marcus Tatum:
Marcus is currently the QA Manager at Novo, a growing fintech company, and has been with Novo for 2 years. He started the QA department as a department of 1 and the team is now a department of 5. He is from the South Jersey/Greater Philadelphia area, which is where he also currently lives and works remotely. He graduated from Drexel University (Philadelphia) in 2018, receiving a degree in Sport Management with a minor in Business Administration. He also is still recovering from an Eagles Super Bowl loss.
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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