Every contact centre leader is chasing optimised frontline performance with maximum customer satisfaction. One of the most powerful tools in the kitbag is quality assurance. Designed effectively, a quality framework can identify where frontline performance can be enhanced to deliver first contact resolution.
For years, contact centre quality specialists have been manually analysing voice calls and email interactions. Today, this can all be done automatically, analysing 100 percent of interactions across all channels. Throw in some AI and the systems will also present areas to focus the improvements, leaving your analysts to progress their careers and work on the most complex challenges in the contact centre.
The big question is how do you migrate from manual quality monitoring to full AI-powered quality management?
Join Leigh Hopwood, CEO at CCMA, when she explores this journey to automation with a panel of industry leaders including, Sean Reynolds, Head of Quality Assurance at Vitality, Daisy Crouch, Senior Training and Quality Manager at Dojo, Mandy McCormack, Head of Risk and Innovation at AIB and Rob Wilkinson, CX Solutions Consultant at evaluagent. They will share how they have travelled this path most recently and evaluagent will share some observations on those that have been most successful along the way.
Register for this online seminar for ideas and inspiration to help your contact centre and those that work in it thrive, including you!
About the Speaker
Sean Reynolds, Head of Quality Assurance, Vitality
Sean is an experienced contact centre professional, spending over 14 years working within the industry (predominately Financial Services) leading operational teams, as well as key supporting functions including Risk and Compliance and Quality Assurance.
Currently Head of Quality Assurance at Vitality, Sean’s role covers large parts of the customer journey, providing assurance and insight from customer interactions across key functions such as Retention, Customer Service, Claims, and Complaints, helping to surface areas of improvement and impact positive change into the customer experience and outcome. During his time at Vitality he has been involved in leading the QA department into a multi-faceted function, encompassing various different methodologies and technologies including Speech Analytics, Data Driven Risk-Based monitoring, and Outcome Testing.
Daisy Crouch, Senior Quality and Training Manager, Dojo
Daisy oversees quality, coaching, knowledge, and learning across the Dojo contact centres. She is passionate about leveraging technology to enhance the employee experience, enabling teams to focus on the real challenges that drive quality improvements. By empowering advisors to seek out information independently and build their confidence, it creates an environment where autonomy thrives, leading to the best outcomes for customers. With over 15 years of experience in contact centres, she brings a deep understanding of both the operational and strategic aspects of quality assurance.
Book your place(s)
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Where and when?
Date: Thu 24 Oct 2024
Time: 12:00 - 13:00
Location: Online
Who is it for?
Open to all members and non-members.
Why should you go?
Gain ideas and inspiration to help your contact centre make the most of AI-powered quality management.
How much is it?
Free to attend.
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