Keeping CX Fresh: Why a QA Program is Now More Important Than Ever

Wednesday, May 20th, 2020
11 am EST

Quality Assurance, especially in a global pandemic, may sound less than sexy. But, as businesses shift their customer service operations and scramble to implement a work from home agent experience, QA remains the key to ensuring and maintaining customer satisfaction.

Freshly, a direct-to-consumer subscription meal company that has delivered millions of meals during the pandemic, sets itself apart with a dynamic and innovative quality management program. With a tiered system of grading and a unique internal quality program, they make more than eating right easy. 

Join Ben Segal, Associate Director, CX and Susan Mihalick, Customer Experience, Quality Assurance Manager, for a conversation on how they, alongside Playvox, restructured their quality assurance program through empathy and coaching.

We’ll cover:

  • Adapting QA to support work from home
  • Implementing coaching within the QA process
  • Improving the agent experience and knowledge base

Join the Webinar!

Meet our Host and Guest:


Nico Bryan

Content Marketing Manager, Playvox


Ben Segal

Associate Director, CX, Freshly

Susan Mihalick

Customer Experience,
Quality Assurance Manager, Freshly

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