Feb. 19, 2019
Some things have not changed since the airlines started QA in the call center of old...and some things have changed dramatically. This Webinar will provide insights, draw connections and explore solutions regarding this all-important function in thought-provoking ways. Come prepared to be challenged and to contribute to the QA conversation.
Joining host Bruce Belfiore will be two colleagues who are experienced veterans of MetLife's insurance contact center operations, Dee Buell and Debbie Frazier.
Dee Buell is a subject matter expert (SME) with a focus on Quality Management. She helped build a Quality Management System that uses Agent performance metrics, Customer Satisfaction analysis, and Customer Relationship Management (CRM) data to drive an effective and efficient customer experience. She managed Quality and Training Teams with a staff of 1200+ agents, both in-house and outsourced. The Training team supported 17 different call groups in 6 sites across the US, and 3 sites off-shore. She is also the instructor for the on-demand QA Management Certification course offered by BenchmarkPortal with PACE.Debbie Frazier has over 3 decades of experience in customer service managing captive agents and vendor relations for outsourced contact center operations both in the US and outside of the US. Her previous responsibilities included quality assurance as well as all other contact center functions. She will bring her insights and anecdotes to enliven our discussion on building and running successful QA teams.
Link to the Contact Center Quality Assurance Certification Training
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