CX QA Live! | The Agent-Centric Customer Experience Show

This episode of Recorded for Quality Assurance features Steve Weston, Managing Partner at SKWeston & Company. Tune in as Steve gives expert insight into the key considerations when choosing a BPO partner, the 3 main areas to focus on when creating a contact center from scratch, how blockchain can transform CX and more.

On this episode of Recorded for Quality Assurance we welcome Customer Experience Executive, Erica Mancuso. In this rich episode, Erica gives expert insight into the importance of having a CX function representative at the C-suite level, how to break down organizational silos to increase customer satisfaction, the technology we provide our agents and more.

This episode of Recorded for Quality Assurance features Michele Rowan, President of the Work From Home Alliance. Tune in as Michele gives expert insight on how to best hire, train and retain agents in the work-from-home environment and more. 

On this episode of Recorded for Quality Assurance we welcome CX subject matter expert and CRO of LiveExchange, Terry Rybolt. Terry gives expert insight into the impact of agent attrition on an entire organization, the transformation of moving agents to a WFH model, and the benefits of GigCX.

This episode of Recorded for Quality Assurance features Jenny Dempsey, Consumer Experience Manager at Apeel Sciences and FruitStand.com. Tune in as Jenny gives expert insight into improving agent morale, important communication strategies, what the ideal agent technology toolbox looks like and more. 

On this episode of Recorded for Quality Assurance, we are joined by Nate Brown, the Senior Director of CX at Arise and Co-Founder of CX Accelerator. Tune in to hear him speak on the key to truly delivering excellent customer service, how we set agents up for success, the most important metrics to be focusing on and so much more.

This episode of Recorded for Quality Assurance features Matt Beckwith, Director of Customer Experience for Clark Pest Control and the man behind the popular blog, "The Contact Center Geek." Tune in to listen to Matt share his unique take on contact center technology, how he has successfully created a 100% work-from-home contact center, and how he is tackling agent attrition.

In this Episode of Recorded for Quality Assurance, we interview Co-founder and Chief Technologist of Vistio, Sean Murphy. Tune in and listen as Sean shares his journey of how he became an innovator of contact center software and what he believes are the elements that are needed to truly have technology improve the customer experience.

This episode of Recorded for Quality Assurance features Hui Wu-Curtis, COO and Co-Founder of SupportU. Tune in and listen as Hui discusses her unique BPO organization and where she sees gaps in the BPO industry. She also shares the critical steps for finding the right talent to complement an organization's CX goals and the factors to consider when choosing CX technology to enhance the agent experience and ultimately aid in delivering excellent results customer service. 

On this episode of Recorded for Quality assurance, we are joined by Mark Hillary, renowned author and leader in the CX space. Tune in to hear about his unique career journey, his original view on CX technology, and how the CX industry is often on the cutting edge of implementing emerging tech.