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Quality Management for Digital Customer Service and Support

Live at 11 AM EST on Thursday, May 20th, 2021

As the pandemic forced workers out of offices and into work from home environments, even the slowest-moving companies scrambled onto the digital transformation bandwagon. As a result, customer service transactions via chat, email and messaging set new records in 2020.

After the dust has settled, many organizations are realizing their voice-based contact center best practices have not caught up to the new omnichannel norm. Leaders everywhere continue to pour into web searches in pursuit of QM-for-chat template samples and email monitoring best practices.

Join Donna Fluss, President, DMG Consulting LLC, and Kristyn Emenecker, Chief Product & Strategy Officer, for a discussion on the importance of tools that enhance agent engagement and contact center agility, improve the customer experience, and reduce operating expenses. 

Donna Fluss

Donna Fluss

DMG Consulting LLC


Kristyn Emenecker

Chief Product & Strategy Officer

You’ll learn:

  • Why all transactions must be monitored, and evaluated
  • How to extend a phone-centric QM program to include digital transactions, or how to establish a digital channel QM program for the first time
  • How to calibrate digital interactions that come from different channels

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