Transforming Call Center Quality Assurance - A New Era of Excellence
Tuesday Oct 31, 2:00 PM – 3:00 PM EDT — RECORDING
In today's rapidly evolving customer service landscape, it is critical
to ensure that your call center agents focus on customer satisfaction and brand
reputation.
Our expert panel will guide you through a discussion that encompasses:
- Agent-Customer Interaction Precision: Are your agents consistently
delivering the right responses to each customer query?
- Ensuring Compliance: Discover best practices for monitoring agent
conversations, tracking compliance, and implementing corrective measures when
deviations occur.
- Next-Generation Call Scoring: Explore novel approaches to call scoring that
consider contextual nuances, emotional intelligence, and customer-centric
outcomes, resulting in more accurate and comprehensive evaluations.
- Leveraging AI for QA Efficiency: Learn how AI-driven technologies can
automate call analysis, identify trends, and provide actionable insights,
leading to faster, data-driven decision-making.
- Maximizing Efficiency and ROI: Discover practical strategies for optimizing
QA processes to achieve greater efficiency, reduced operational costs, and
improved return on investment.
Join us for an engaging and informative session that will equip you with the
knowledge, tools, and strategies to revolutionize quality assurance in your
call center.
Presenters:
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Tim Claudin, VP of Sales, Balto
Tim Claudin is the VP of Sales at Balto and has a passion for game-changing technology. Starting his career at TopOPPS (acquired by Xactly) using AI in sales forecasting automation, he worked alongside soon-to-be Balto co-founders Marc Bernstein & Chris Kontes.
Shortly after, Tim joined Balto to define the real-time market as the second sales hire. At Balto, Tim has been instrumental to the sales team driving growth from early stage to post-Series B. Tim is focused on driving authentic communication through amazing conversations.
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Brian LaRoche, Consulting
Brian LaRoche is the principal of Brian LaRoche Consultancy, a practice serving both end users and platform providers within the contact center and workforce optimization fields. His 40+ years of experience includes business development, platform and process design, sales, marketing, operations, communications, interaction analytics, quality assurance and customer service elements of the contact center industry. Brian is well known as the former producer and host of CallMiner’s popular Monthly Education Webinar series and has lent his subject matter expertise as a guest panelist, speaker, blogger, and podcaster on a number of topics including interaction analytics, collections, sales, workforce optimization, customer service and leadership best practices.
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Sabine Harrison, Director, Contact Center Operations, Suvida Healthcare
Sabine is the Founder of Catalyst4People Coaching & Consulting. She is a
consultant with 28 years call center experience, ranging from technical support centers to centers servicing the financial and healthcare industry.
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