In today's evolving landscape of customer support, the relationship between quality and customer experience has become more interconnected. Quality is no longer just a tool to ensure agent compliance with processes and policies; it now plays a dual role as a source of valuable business insights and a driver of organizational goals. This symbiotic relationship is exemplified by Classpass, a leading subscription fitness class booking app.
The Classpass Quality team places great emphasis on quality as a crucial factor for agent growth, customer experience, and training. They work closely with the CX team, evaluating interactions, identifying areas for improvement, and providing feedback for coaching and training. This collaboration ensures that team leads have the necessary tools and knowledge for success.
Join us at this event, where Amy Fleming, Manager of Education and Quality Enablement, will discuss Classpass' innovative approach, highlighting how quality drives agent growth. Participants will learn about proactive methods like targeted coaching, automation, and agent groups that optimize quality assessments and foster continuous improvement. Data-driven evaluations and personalized training paths contribute to performance-driven promotions and empower agents to deliver exceptional support.
Discover the strong connection between quality and agent growth, and understand its impact on customer satisfaction and overall business success. Secure your spot now and gain practical strategies to enhance your own customer care initiatives!
The Classpass Quality team places great emphasis on quality as a crucial factor for agent growth, customer experience, and training. They work closely with the CX team, evaluating interactions, identifying areas for improvement, and providing feedback for coaching and training. This collaboration ensures that team leads have the necessary tools and knowledge for success.
Join us at this event, where Amy Fleming, Manager of Education and Quality Enablement, will discuss Classpass' innovative approach, highlighting how quality drives agent growth. Participants will learn about proactive methods like targeted coaching, automation, and agent groups that optimize quality assessments and foster continuous improvement. Data-driven evaluations and personalized training paths contribute to performance-driven promotions and empower agents to deliver exceptional support.
Discover the strong connection between quality and agent growth, and understand its impact on customer satisfaction and overall business success. Secure your spot now and gain practical strategies to enhance your own customer care initiatives!
When
Available Now
Available Now
Where
On-Demand
On-Demand
During the event, gain exclusive insights into how Classpass leverages MaestroQA to:
- Establish quality as a benchmark for agent growth
- Implement targeted coaching strategies for continuous improvement
- Optimize quality assessments through automation and agent groups
- Personalize training paths based on data-driven evaluations
About Amy Fleming
Amy is the manager of Education and Quality for the CX team at Mindbody, where her team supports all Mindbody products including ClassPass. Her team focuses on not only the quality of agent performance, but also uses data from MaestroQA to drive decisions related to policy, promotions, and training opportunities. She resides in Dallas, Texas.
About Haley Fortune
Haley is the Content Marketing Manager 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.
