On-Demand Webinars

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
CEO/CX Strategy

CEO/CX Strategy Chat: Unlocking the Top 5 Auto QA Metrics

Join MaestroQA's CEO & Co-Founder, Vasu Prathipati, for a webinar on Auto QA metrics. Learn how heat maps guide QA efforts in diverse use cases with real customer examples. Uncover the strength of Auto QA KPIs.

WATCH NOW
Fireside Chat
From Robotic to Empathetic: How Rent the Runway Revamped Customer Support with Empathy-Driven Scorecards & Agent Evaluation Workflows

In a customer service world increasingly driven by automation and bots, the urgent need to focus on empathy in customer service has never been greater. Rent the Runway confronted this challenge head-on when CSAT surveys revealed that customer interactions felt "robotic" and constrained by strict policy guidelines. Learn how Rent the Runway addressed this challenge by successfully overhauling their CX quality standards, resulting in a huge uplift in customer satisfaction. Join our exclusive Fireside Chat with Michael Haefner, Quality Development at Rent the Runway, to uncover their groundbreaking initiative that prioritized empathy and problem-solving over rigidity. With MaestroQA, they revamped their quality standards and agent evaluation processes – rolling out optimized QA scorecards, automated workflows, and enhanced agent performance dashboards.

Watch Now
CEO/CX Strategy
The Power of Screen Capture in QA & CX

Dive into MaestroQA Screen Capture's transformative power with Engineer Manager Ryan Archer. Explore pain points, dual approaches, admin insights, and Moments feature enhancing reporting. Witness live demos, uncover benefits for quality and coaching, and envision future metrics-driven enhancements. Elevate your QA process with MaestroQA Screen Capture!

Watch Now
CEO/CX Strategy
Unleashing the Power of Customer Conversations

MaestroQA recently hosted "The Art of Conversation," a Customer Experience Summit in New York City. At this event, professionals in Customer Support Quality Assurance came together to discuss the latest advancements in QA technology and their impact on the overall customer experience. Join Vasu Prathipati, CEO & Co-Founder, as he shares participant insights from the summit and invites you to share your own thoughts on the future of CX.

Watch Now
Fireside Chat
Empowering Agent Growth: Quality as a Benchmark at Classpass

In today's customer support landscape, quality and customer experience are intertwined. Classpass, a top fitness class booking app, exemplifies this connection. The Classpass Quality team prioritizes quality for agent growth, customer experience, and training. They collaborate closely with the CX team, evaluating interactions, identifying improvements, and providing feedback for coaching. Amy Fleming, Manager of Education and Quality Enablement, will discuss Classpass' innovative approach at our event. Learn about targeted coaching, automation, and agent groups for optimized quality assessments. Data-driven evaluations and personalized training paths drive exceptional support and performance-based promotions. Explore the impact of quality on customer satisfaction and gain practical strategies for your own customer care initiatives. Secure your spot now!

Watch Now
Webinar
Optimize Your BPO Partnership: How to Drive Customer Service Quality Consistency with MaestroQA

Join our next webinar to learn why some of the most loved brands are using MaestroQA to hold their BPOs accountable to higher quality standards in customer care.

Watch Now
Webinar
How to Successfully Partner with a Customer Support BPO

Learn the critical success factors of partnering with a BPO in MaestroQA's next webinar featuring Rubiko, a best-in-class BPO that works with hundreds of the world's most recognizable iGaming brands.

Watch Now
Fireside Chat
Voice of the Customer Mastery: How Staples’ Quality Insights Reshape the Customer Experience

Join us for an enlightening conversation with Nicole Beepath-Singe, the Training and QA Lead at Staples Canada to get an insider’s look at how Staples’ Quality Team has become the powerhouse behind refining the customer experience. They have recognized that pure customer support, while essential, is not enough. By tuning into the wealth of insights obtained from daily customer interactions, they’ve elevated Quality from a support function to a cornerstone of their business, particularly in eCommerce.

Watch Now
Workshop
Mastering Difficult Conversations: Turn Dissatisfied (DSAT) Customers Into Brand Advocates

In an ever-competitive business environment, a company’s reputation is often in the hands of its customer support agents. These professionals have the transformative power to change dissatisfied customers into enthusiastic brand advocates. However, this requires mastering challenging conversations. Dive deep with us in a dynamic workshop co-hosted by MaestroQA and renowned Evolution Coach Norian Caporale-Berkowitz. We’ll journey through tried-and-tested techniques and strategies that empower customer support agents to tackle difficult interactions. Discover the importance of active listening, the art of managing emotions, and tactical language techniques that build trust and confidence.

Watch Now
Workshop
Master the Art of Customer Support Problem-Solving: Unlock Exceptional Customer Experiences and Boost Agent Performance

Watch on-demand for an informative workshop with MaestroQA and Evolution coach Matthew Cooke. Discover the essential principles of problem-solving to empower your support agents to better understand your customers' needs. Gain strategies to effectively communicate complex information in a teachable way, master the art of targeted coaching and feedback to address the root cause of customer dissatisfaction and enhance agent performance. Furthermore, learn how to cultivate critical thinking skills that your agents can apply in their day-to-day activities.

Watch Now
CEO/CX Strategy
Pros and Cons of Sentiment Analysis in Your QA Programs

In this chat, Vasu Prathipati, CEO and Co-Founder of MaestroQA, will explore Sentiment analysis is a common request we often encounter when people consider AI-powered quality assurance. Discover the potential pitfalls and opportunities associated with sentiment-based metrics, enabling you to incorporate them intelligently into your QA program.

Watch Now
Fireside Chat
Unleashing the Power of Targeted QA: Brooklinen's Path to Customer Service Excellence

Discover how Brooklinen, the direct-to-consumer bedding brand, enhances work quality, efficiency, and impact through targeted Quality Assurance (QA). Join Corinne McClure, Senior Associate of Customer Experience, in a captivating fireside chat. Learn about the transformative benefits of focused coaching, fair evaluation, and streamlined grading. See how tailored scorecards, automations, and smart attributes optimize customer support. Elevate your quality assurance processes and register now for this game-changing event!

Watch Now
Workshop
Unlock Exceptional Customer Support With Effective Feedback: How to Accelerate Agent Performance with Actionable Coaching & Feedback

Join our on-demand transformative workshop led by respected industry experts from MaestroQA and renowned Evolution Coach Jeanine Becker. They'll bring to you a powerful framework for delivering feedback that not only catalyzes growth but also fosters trust. This is your chance to master crucial strategies that inspire your team to step up their performance. Uncover the nuances of crafting personalized, data-informed feedback, and learn the art of steering productive 1:1 meetings that promote continuous improvement.

Watch Now
CEO/CX Strategy
How to Build BI Solutions for your QA Team

Join us for an engaging discussion with Vasu Prathipati, the CEO & Co-Founder of MaestroQA, exploring the most effective strategies for developing your own in-house business insights solutions for your CX team, all while harnessing the power of AI.

Watch Now
Fireside Chat
Unlocking QA Potential: From Grading to Growth: Fireside chat with Sydney McDowell, Quality and Training Manager at Angi

Listen to this on-demand webinar for an exclusive webinar featuring Sydney McDowell, Quality and Training Manager at Angi, as she unveils the transformative power of QA – turning the company’s culture of grading into a culture of growth that continuously fuels customer service excellence.

Watch Now
CEO/CX Strategy
Current State of Business Insights in CX

In this chat, Vasu Prathipati, CEO and Co-Founder of MaestroQA, will explore how to evaluate AI solutions by understanding how they fit into your Business Insights (BI) strategy for your Customer Experience (CX) team. It all begins with gaining a clear understanding of the current state of your BI team for CX.

Watch Now
CEO/CX Strategy
GPT vs. QA Analyst

With the introduction of AI tools, the CX landscape is once again undergoing evolution. In this chat, Vasu Prathipati and Harrison Hunter, the CEO and CTO of MaestroQA, respectively, will present an experiment they conducted to compare the Auto QA capabilities of ChatGPT against those of a QA Analyst. The experiment raises the question of whether it is possible to align machine learning tools with the objectivity and sensibility of a trained CX analyst.

Watch Now
CEO/CX Strategy
CEO/CX Strategy Chat: Navigating Data for Empowerment vs. Micro-Management

Join MaestroQA CEO & Co-Founder, Vasu Prathipati, for an enlightening webinar exploring the influence of data and metrics on QA. Agent training tools such as Screen Captures and KPI dashboards might seem like "big brother" surveillance, but more data actually allows teams to empower agents within adaptable boundaries. Uncover the shift from rigid processes to flexible, data-driven strategies in this engaging session.

Watch Now
Fireside Chat
De-Villainize QA: Build a Scorecard That Agents Trust: Fireside chat with Salmeen Majid CX Quality Assurance Supervisor at Hims & Hers

On-Demand: Join us for an unmissable discussion with Salmeen Majid, CX Quality Assurance Supervisor at Hims & Hers, a leading telehealth brand specializing in eliminating stigmas around health and wellness issues and breaking down barriers for people to obtain quality healthcare. During the event, Salmeen will reveal how she and her team repaired the relationship between QA and front-line agents by de-villainizing feedback and building a culture of clarity and transparency using updated scorecards and team calibrations

Watch Now
Fireside Chat
Transform your Customer Experience with Actionable CX Insights with Shep Hyken

Customer interactions provide a wealth of data that can help identify CX issues and opportunities. Unfortunately, for many teams these insights remain buried across multiple data sources, including sentiment analysis, voice and text analytics, QA data, and survey results. Customer Service and Experience expert, Wall Street Journal and NYT best-selling author, Shep Hyken, and Vasu Prathipati, CEO of MaestroQA discuss the future of CX analytics.

Watch Now
Workshop
Revitalize Your Customer Support Team: Transform Underperforming Agents into Customer Satisfaction Champions

Join experts from MaestroQA and Evolution Executive Coach, Matthew Cooke, for an interactive coaching skills workshop that will give you the tools you need to reinvigorate your team. You'll learn proven coaching skills and best practices to improve agent efficiency and drive better performance from your CX team.

Watch Now
CEO/CX Strategy
How to Evaluate “AI” Vendors

In this chat with Vasu Prathipati, CEO & Co-Founder of MaestroQA via on-demand, we will discuss the best practices for evaluating AI vendors. What questions should you ask? What are their strengths? What is the return on investing in AI for your customer support team and your overall business? Vasu will provide effective frameworks, techniques, and tips to navigate the transformation and gain a competitive advantage.

Watch Now
Workshop
Tame the Toughest Customers: Strategies to De-Escalate Dissatisfied Customers (DSAT) With Ease

On-Demand. Join experts from MaestroQA and Evolution Executive Coach Courtney Orsinelli for an engaging and informative workshop that will give you the essential tools to de-escalate even the most challenging (DSAT) customers and empower you to coach your support agents effectively. You'll leave this workshop with best practices to leverage quality metrics for deep root cause analysis and a clear understanding of DSAT drivers that help de-escalate customers and drive customer loyalty.

Watch Now
CEO/CX Strategy
Writing the Auto QA Playbook

In this on-demand conversation with Vasu Prathipati, CEO & Co-Founder of MaestroQA, learn how to incorporate an Automated Quality Assurance program that will revolutionize your customer support, improve key performance indicators, and boost your bottom line. Vasu shares valuable frameworks, techniques, and tips to help you navigate this transformation and stay ahead of the competition.

Watch Now
Fireside Chat
Automate Your QA: Get to Root-Cause Faster & Prevent Customer Friction

We invite you to watch this on-demand webinar for an unmissable discussion with Marcus Tatum, Quality Assurance Manager at Novo, a leading mobile banking platform. During the event, Marcus will reveal his team's secrets to success and how they utilize a combination of manual and AI-based QA to drive customer satisfaction. Don't miss out on this opportunity to gain valuable insights and optimize your QA process. Get access now and take your customer service to the next level!

Watch Now
CEO/CX Strategy
The Value Formula for AI-Powered QA

If you are looking to elevate the impact of your QA program with AI, don’t miss out on MaestroQA’s recent CEO/CX strategy chat exploring how companies are reinventing quality metrics to take customer experience to new heights.

Watch Now
Workshop
Unlock Customer Loyalty and Agent Performance With Empathy and Soft Skills

Did you know that empathy is crucial in determining customer satisfaction? If you want to take your team's performance to the next level, then this workshop is perfect for you! Our transformative on-demand workshop, hosted by MaestroQA and Evolution Coach Matthew Cooke, will equip you with proven strategies to improve your team's listening, understanding, and empathy skills.

Watch Now
CEO/CX Strategy
The Future of AI in QA

Is your organization prepared for the future of AI in CX? Hear Vasu Prathipati, CEO and Co-Founder of MaestroQA, breakdown the questions you should be asking about AI’s impact on measuring and delivering a high quality customer service experience — including detecting Actionable insights vs. UnActionable insights when analyzing 100% of support conversations, the hype vs. reality of AI and Sentiment Analysis, and the right way to introduce AI into your quality programs. Register now to watch the full recording!

Watch Now
Fireside Chat
Maximize Your Impact: Drive Customer Satisfaction with Performance Visibility & Coaching

On-Demand: With the recent economic downturn, customer support and CX teams are striving to prevent negative CSAT and churn. Tune into our next webinar to hear exclusive strategies that will uplevel your team's performance.

Watch Now
Fireside Chat
Champion-Challenger Model: How to Drive Better BPO Agent Performance & Happier Customers

On-Demand: Watch this informative discussion with Justin Evans, Senior Strategist for Salesforce and seasoned CX expert with 15+ years of experience designing and delivering exceptional customer experiences for brands like Saks Fifth Avenue, HBC, and Hertz.

Watch Now
Workshop
Implement a Coaching Culture to Unlock Agent Performance

Join MaestroQA's Coaching Skills Workshop on January 10th to learn best practices for creating a coaching culture that gives your agents the feedback and development they need to achieve their fullest potential.

Watch Now