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.
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.
Where
On-Demand
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.
Where
On-Demand
In this on-demand webinar, you’ll learn the following:
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Key metrics and processes to measure the success of your BPOs
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How the Champion-Challenger Model can help reduce risk and costs
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How enabling head-to-head competition between BPOs accelerates performance
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How a native MaestroQA + Salesforce integration delivers powerful QA analytics to fuel better CX and support experiences
About Justin Evans, Senior Strategist at Salesforce
As a Senior Strategist at Salesforce, Justin focuses on execution and partnering with cross-functional teams to optimize the customer journey. He has 15+ years of experience designing and delivering exceptional customer experience for brands like Saks Fifth Avenue, HBC, and Hertz through understanding the customer journey, eliminating friction points, and leveraging analytics to prioritize improvement initiatives.
About Vasu Prathipati
Vasu is the CEO and Co-Founder of MaestroQA, which helps companies improve the quality of their customer support. MaestroQA's mission is to help transform customer service into a strategic partner when it comes to improving the company brand and CX.
