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Session 302: Quality Is Dead, Long Live Quality

Neal Dlin  (Founder, Human Experience Practitioner, Chorus Tree)

Date: Wednesday, September 8

Time: 3:20pm - 4:20pm

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass - Get your pass now!

Track: Maximize Productivity and Operations

Session Type: Session

Vault Recording: TBD

The customer has changed. The contact center is changing. Yet despite changes to quality monitoring tools and ownership, the basic elements have barely shifted. We are getting this wrong, which not only negatively impacts customer experience but also ties the hands of our best agents. Join industry expert Neal Dlin as he provides insights on how to rebuild quality in the most customer and employee centric way. Learn how to identify the elements of your existing form and processes that are hurting your CX and EX, and gain the knowledge and skills needed to rebuild your own quality practice to unlock your potential.