Sam's Minute Snippet 2.13.24

Transcript is auto-generated.

What’s up everyone, and welcome to this week’s Sam’s Minute snippet, your weekly quick consumable content around the hottest topics in the world of CX. Now today, we’re going to talk about quality assurance or QA in customer experience. So let’s start the clock.

Now let’s put this into perspective. How do companies make sure that their agents are providing great service or they’re saying the right things that would ultimately lead to, well, higher lead conversions. Well, here’s how. So essentially QA tools monitor inter to guarantee they align with the highest standards.

And then they surface the most important insights to contact center leadership to make data driven decisions. Whether that’s, say, around agent coaching, product changes, what have you. Right? And imagine being a QA analyst, you have to listen every single call that comes into a contact center.

It’s almost impossible, right, to be able to detect human sentiment, escalations or what have you. Right? And so at the end of the day, a QA program isn’t just about catching mistakes. It’s actually about cultivating this culture of sort of continuous improvement.

And the goal is actually to empower agents to excel. It’s to equip managers with the right coaching tools. And then it also just ensures that every single interaction resonates positively with a customer. So the next time your client asks to implement surveys, There’s a much better way to capturing the true voice of the customer, and that’s actually through quality assurance solutions.

And by the way, Sales and marketing teams really care about this right now. So we at Saleris are here to help you navigate this conversation.

So with that said, tell me what you think in the comments below and let me know what you’d like to see next week because this content is meant to help you hashtag go beyond. Have a great week.