SX Live Events
Nir Galpaz & Eddie Gonzalez & David Wilson 50 min

Best Practices for QM and Coaching Using Automation

Nir Galpaz, Group Vice President Technical Services and Support, 8x8 / Eddie Gonzalez, Vice President Technical Operations, Bandwidth / David Wilson, Senior Director, Support Operations and Strategy, Doordash / Harish Batlapenumarthy, Vice President, Product & Ecosystem, SupportLogic - Quality management is critical to ensuring exceptional customer experiences and driving customer satisfaction. However, traditional manual approaches can be time-consuming, resource-intensive, and prone to human error. That's where AI-assisted automation and coaching come into play. Our panel of support leaders share their insights and firsthand experiences in leveraging automation and coaching to enhance quality management in support operations. Discover how automation can revolutionize how you monitor interactions, evaluate performance, and identify areas for improvement. This session also covers establishing a coaching culture that fosters continuous learning, empowers agents, and helps them reach their full potential.


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