The QA Evolution: From Manual to Hybrid to Automated
Wednesday Nov 1, 12:00 PM – 1:00 PM EDT — RECORDING
Quality
Assurance methodologies have seen significant changes in recent times. QA teams
often rely on manual processes to score agent interactions, a time-consuming
approach. Limited by the capacity to evaluate only a handful of interactions
per agent each month, organizations struggled to identify performance
trends and provide effective coaching. Quality analysis optimization is a key
component in finding efficiencies in your workforce. In this session, we delve
into the process of transitioning from manual to a hybrid QA approach and, when
the circumstances align, adopting a fully automated QA methodology.
Discussion
topics include:
- Identifying
the optimal timing for transitioning to hybrid or automated QA processes
tailored to your business needs.
- Understanding
how automated and hybrid QA methodologies facilitate quicker agent onboarding
and enhance overall performance.
- Discovering
best practices for harnessing insights and trends from 100% of customer
interactions, thus enabling data-driven decision-making.
Presenter:
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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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