Customer Response Summit – Spring 2021 / FINAL DAY – DAY TWO

PANEL: Doing Contact Center Quality Assurance the Right Way

It may seem simple, but the reality is that great customer service experiences start with great customer service agents. When a customer calls, emails, or chats in with an issue, your agent has the opportunity to make or break their perception of your brand with how they handle the situation. If your organization is like most, you probably already have a quality assurance (QA) program in place to monitor customer interactions. But not all QA programs are created equal.

Join Chris Vodola, Regional VP of Client Success at Stella Connect by Medallia, and a group of top CX leaders in exploring how QA done right can help you manage your team in a more active, effective, and lucrative way. Among the topics to be discussed:

• Diagnosing a flawed QA process
• Using QA to facilitate 1:1 training and coaching
• Understanding Passive QA vs. Active QA
• Transforming your QA program using real-time feedback

Resources:

Speaker Bios
  • chris vodola

    Chris Vodola

    Director, Client Success - Stella Connect by Medallia

    Chris Vodola is the Regional VP of Customer Success at Stella Connect, where he oversees partnerships with clients like Neiman Marcus, Williams-Sonoma, Postmates, and Ralph Lauren. He is a relationship-driven CXer who prior to joining Stella, had stints at Estée Lauder Companies, Nestlé Waters, and Bluefly.com.

  • Chris Purpura

    Chris Purpura

    VP of Customer Service - Neiman Marcus
  • Kelley Cutforth

    Kelley Cutforth

    Director, Customer Service - Chegg

    Kelley leads Customer Support at Chegg, Inc. She is passionate about providing customers with the best possible experience using Chegg services, and about providing support when and where the customers need it. Kelley specializes in building high-quality, efficient processes and solving complex operational issues leveraging data as a guide post. Formerly, she was a leader of Finance and Operations at various bay area technology firms and started her career in the University Budget Office at Santa Clara University.

  • Emily Estes

    Emily Estes

    Sr. Director Services & Support - Thumbtack
  • Sagarika Prusty

    Sagarika Prusty

    Director, Customer Engagement - Instacart

    Sagarika leads the Customer Engagement team within Instacart’s Care team. Her team is responsible for deriving insights from the customer contacts and the survey verbatim and translating it into product recommendations and process or policy changes. She also leads the Process Improvement team that identifies opportunities to streamline processes and improve their efficiency and effectiveness thereby improving overall agent and Cx Experience. The Executive Escalation team under her takes care of high level escalations and conducts an RCA of the escalation to identify gaps in our product and processes or agent coaching and training opportunities.