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Moving the Needle -A Performance Coaching Panel Discussion by Practitioners of Automated QA

Tuesday Nov 10, 12:00 PM – 1:00 PM EDT — Recording



It is no longer a secret that speech analytics is the “must-have” application for contact centers large and small, whether centralized or “work from home” to support QA and agent performance improvements. But, it’s one thing to acquire and install an Automated Quality Management platform, it’s another thing all together to put the technology in practice for your front-line team leads, QA personnel and performance coaches.

Join CallMiner and guests as they have a frank and candid discussion on how each of these performance leaders have converted their QA and agent coaching practices based on their use speech analytics fueled Automated QA Program.

In this session, you gain insights from our panelists on:

  • Separating fact from fiction in converting coaching styles with AQM
  • How AQM practitioners are effectively blending human and technology elements
  • Flipping the call monitoring versus coaching time ratios
  • The advantages of “targeted” coaching in improving agent performance
  • The new dynamics of remote agent and coach conversation when leveraging AQM
  • Presenters:

    Brian LaRoche, Director of Outreach Marketing, CallMiner

    CallMiner.Brian LaRoche Brian LaRoche, Director of Outreach Marketing, CallMiner

    Brian LaRoche is Director of Outreach Marketing for CallMiner. Mr. LaRoche has a long-standing comprehension of Call Center operations as in the course of his career he has not only designed and sold the full gamut of call center technologies, he actually ran a multisite sale, customer service and lead development Call Center operation. He is the host and moderator of CallMiner’s popular Monthly Education Webinar series, has authored numerous articles and blogs and is a frequent guest speaker on technical, collections, sales, customer service and leadership topics.


    David Carr, Technical Support Supervisor ABC Fitness Solutions, LLC

    ABC Fitness Solutions - David Carr David Carr, Technical Support Supervisor ABC Fitness Solutions, LLC

    David is a Manager with over 30 years of experience leading in environments that have strict laws, rules and regulations. He was the subject matter expert in areas such as State Law, FDA Rules and Regulations, and policy and procedure for major corporations. He has also been responsible for or worked with technological end user systems in these same positions. He has worked with systems from corporations such as ABC Financial, Apple, Merck, Pfizer, Astra-Zeneca and government. He makes sure his team members have the tools and desire to excel. Relationship building and serving leads to success.


    Morgan Campbell, Receivables Management Project Coach, Afni, Inc.

    Morgan Campbell Morgan Campbell, Receivables Management Project Coach, Afni, Inc.

    Morgan started as a project coach, leading a team of collectors on a new project with Afni. After a year of work on that project, Morgan was transferred to a larger, higher revenue-generating project, which she has been leading since May 2018. Morgan is responsible primarily for developing successful agents, ensuring great quality and compliance for high levels of customer focus from her agents.


    Sheena Durham, Quality Assurance Manager, Revenue Group

    Revenue Group - Sheena Durham Sheena Durham, Quality Assurance Manager, Revenue Group

    Sheena has been with the Revenue Group for 4 years, however she brought with her 20 years of experience in the collections industry ranging from first party banking to medical and legal collections. Sheena has a dual role with the Revenue Group as the Manager of Quality Assurance/ Collections Trainer. Sheena is responsible for the onboarding of new agents, ongoing training and development, as well as call compliance for the collections department. She is a graduate of Cuyahoga Community with an Associate’s degree in Arts.


    Tommy Moos, Collection Manager, Revenue Group

    Revenue Group - Tommy Moos Tommy Moos, Collection Manager, Revenue Group

    Tommy has 15 years of collection experience at Revenue Group. He began his career as a Collector and was soon promoted to Corporate Trainer, Collection Manager and now Director of Collections. He is responsible for day-to-day collection and dialer strategies. Tommy attended Cleveland State, studying business management and information technology.