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ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.

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[VIRTUAL] Session 406: The Human Side to a Quality Journey: Evolution, Collaboration, and Change Management

Amber Corry  (Sr. Manager Customer Care Quality , Exact Sciences)

Location: On-Demand

Date: Friday, October 20

Time: 12:40 pm - 1:40 pm

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass - Get your pass now!

Track: Revolutionize the Experience

Session Type: Virtual Session

Vault Recording: TBD

In 2021, Exact Sciences began its journey of redesigning their approach to quality and merging two home-grown customer care quality teams. In this session, you'll learn about our two-year quality odyssey of collaboration, change management, and lessons learned from the perspective of contact center operations, leadership, quality, and our frontline agents. Like most worthwhile journeys, this one includes some twists and turns, a few tense standoffs, many heroes, and a happy ending. If you're a member of the quality team, or work closely with them, and feel like you can get more – more engagement, better insights, greater results – come to this session to learn from our mistakes and real-world experiences, and put a plan in place to make your own quality journey.