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Call Center QAA visionary On-Demand webinar on evolving and maturing your Contact Center QA Framework to significantly improve customer service and customer engagement.

During this webinar you will learn:
  • Why customer journey success is dependent on the investment made in preparing and supporting agents on their journey
  • Why your contact center workforce is the key to successful customer journeys and customer engagement.
  • How Your Contact Center Quality Assessment Framework needs to evolve to create an exceptional customer experience.
  • How companies like Voxpro and Airbnb have revolutionized their approach to QA delivering dramatic business outcomes.

Our Presenters:

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Sheila McGee-Smith: President & Principal Analyst, McGee-Smith Analytics, LLC

A leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for communications solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today's consumer and business customers.


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Derek Corcoran: Founder & CEO, Scorebuddy

Derek is Founder & CEO of Sentient Solutions Ltd, creator of Scorebuddy, the award winning quality measurement and reporting platform for contact centers. Scorebuddy is currently being used by over 30,000 agents across 20 countries by a wide range of clients in outsourcing, finance, travel, hospitality, and healthcare among others used by clients such as BooHoo.com, Alliance insurance, Microsoft and AirBNB.


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