Keeping CX Fresh: Why a QA Program is Now More Important Than Ever
Quality Assurance, especially during a pandemic, may sound less than sexy. But, as businesses shift their customer service operations to remote locations 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 healthy eating easy.
Join Ben Segal, Associate Director of CX, and Susan Mihalick, Customer Experience and Quality Assurance Manager, for a conversation on how they restructured their quality assurance program with a focus on empathy and coaching.
- How to adapt QA to support work from home
- Ways to effectively implement coaching within the QA process
- Strategies for Improving the agent experience
Associate Director, CX, Freshly
Customer Experience, Quality Assurance Manager, Freshly
Content Marketing Manager, Playvox