How to Survive Black Friday: The QA Manager’s 7-Step Guide
Is your retail contact center ready for the Black Friday pressure?
-Soaring interaction volumes -Stressed, demanding customers -New seasonal staff to support
Everyone from agents to execs will be feeling the heat, and if your QA process isn’t up to scratch, there can be serious knock-on effects for your entire organization:
Even small vulnerabilities in your quality assurance function will be magnified 10x when peak season volumes hit.
That’s why we’ve put together this 7-step guide (built for QA and CX leaders in the contact center) to get you and your team set for Black Friday.
You’ll learn how to:
Build a rock-solid QA game plan that holds up under Black Friday pressure
Refocus your scorecards for peak-season priorities (speed, empathy, resolutions)
Scale QA coverage with smarter sampling and hybrid AI-human workflows
Plus, plenty more tried-and-tested tactics to speed up the coaching feedback loop, support seasonal staff, and prevent CX breakdowns
Whether you’re a Black Friday veteran, or you’re managing peak season for the first time, this 7-step guide will help you swap chaos for calm in November.
Make sure your QA process doesn’t crack under the pressure. Download the Black Friday Survival Guide now. 👉
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