Session: QM on Steroids!
In this session we will explore the process of transforming your contact center from the traditional Quality Monitoring model to a fully automated solution that empowers your agents to deliver remarkable customer experience.
- Best practices on how to leverage the combination of human intelligence and artificial intelligence
- Insight on how to distinguish and quantify coaching needs
- Fresh perspectives on how to incorporate effective coaching into your WFO/ WFH model
Jim Iyoob – Chief Customer Officer, Etech Global Services
Shawndra Tobias – VP Customer Experience, Etech Global Services
Jeniffer Gormer – Sr. Director, Training & Quality Management, Getaroom
Mike ODonnell – Sr. Global Leader, Motorola Solutions
Venue: MARRIOTT HARBOR BEACH RESORT AND SPA FT. LAUDERDALE, FLORIDA