Building a quality assurance program from the ground up is no easy feat, even for the most well-established of companies. Quality assurance is the foundation of any prosperous customer service operation, which means having a strong base is crucial.
In a lot of ways, building a QA program is like creating a recipe from scratch. So what are the various ingredients and measurements needed to make it a success?
Join Maria Mitchell, Sr. Support QA Program Manager from Okta, a leading independent identity provider, for a chat on how they improved the customer experience by empowering agents to effectively prevent and resolve issues through their Love Our Customers Initiative.