Secrets to Success: How Staples revamped their agent experience with Zendesk and MaestroQA

Join us for an invite-only fireside chat to learn how Staples transformed their Agent Experience with a shift in their QA philosophy and how they approached their coaching goals.

Join Vasu Prathipati, CEO of MaestroQA and Oliver Nono, Director of Enterprise Customer Success at Zendesk, as they chat with Bonni Poch, Customer Experience and Training Manager at Staples, highlighting key steps along their journey from a punitive approach to agent performance gaps towards an empowering experience that delivered substantially better results for their agents and customers.

Hear first hand how Staples:

  • used two-way communication to change their old, punitive QA process to one focused on agent enablement
  • implemented screen capture feature to gain deeper insights into agent process and offer strategic coaching points 
  • reimagined the agent training and feedback philosophy to empower agents to help customers more effectively 
  • iterated rubics more quickly by updating their tech stack to help them manage and track progress
  • turned customers into partners
  • … plus more!

Sit back, relax, and enjoy your new cheeseboard and wine set on us!*


  • Date Thursday, January 27th
  • Time 12pm PT / 3pm ET
  • Where Zoom
*Gift sets will only be available to invited attendees in the US and at the discretion of MaestroQA