Improve Customer Experiences by Increasing Employee Satisfaction
Monday Nov 7, 2:00 PM – 3:00 PM EDT — RECORDING
Customer satisfaction is at the heart of QA and analytics programs - yet contact centers too often fail to motivate their front-line agents to deliver the best possible experience to the customers they serve. Feedback based on performance – particularly between supervisors and frontline agents – can often lack useful data-driven insight or fail to clearly indicate actionable steps.
In this session, we will review the correlation between improved employee experience and improved customer experience. The presenters will discuss how to level-up your QA program to help contact centers realize improved quality programs, including what “coach the coach” initiatives can mean for the future of feedback in the contact center.
Presenters:
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Jason McKay, Product Manager, CallMiner
Jason has been part of interaction analytics through CallMiner for over a decade, both as a customer on the front lines and as a member of the CallMiner team. As Product Manager, Jason is responsible for making sure that our customers are driving value from our platform through real-time notifications and analytics with Alert and agent performance and quality management through Coach. In addition, Jason has an extensive background in omnichannel analytics, previously as a Business Analyst for CallMiner and in his time as a customer, utilizing Eureka to uncover insights around Customer Experience, Agent Quality, First Call Resolution, Call Avoidance, Sales Efficiency, Handle Time Reduction, and many other topics. Jason is also a certified Six Sigma Black Belt.
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Other Sessions With This Presenter
Best Practices Ideas Roundtable
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Megan Keup, Product Marketing Manager, CallMiner
Megan joined CallMiner in 2022 and works as a Product Marketing Manager, where she works on go-to-market strategy and enablement. Her recent work includes positioning and messaging for CallMiner's Contact Center Intelligence segment.
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