Customer service teams are facing a perfect storm. They must deliver exceptional support experiences at scale without compromising quality.
To keep up with growing customer demands, companies are increasingly relying on multiple BPO partners (offshore and onshore) to create an effortless support experience. But how can you ensure your BPOs are performing their best?
Listen to this webinar on-demand for a lively and informative discussion with Justin Evans, Senior Strategist for Salesforce and seasoned CX expert with 15+ years of experience designing and delivering exceptional customer experiences for brands like Saks Fifth Avenue, HBC, and Hertz.
Evans will share how he implemented a "Champion-Challenger" model to reward the best-performing BPOs with more support volume – the result was higher-performing agents and happier customers.
Learn first-hand how the "Champion-Challenger" model enabled him to deliver a "premium" eCommerce support experience that delights customers. Also, learn how he's utilized a fully integrated Salesforce + MaestroQA tech stack to centrally manage and report on quality assurance to optimize the customer support experience.