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On-Demand Webinar: Building a QA Framework for Improved Customer Experience (CX)


A visionary webinar on building a QA Framework to significantly improve customer experience. During this nearly 50 minute webinar you will learn: Step by step how to plan and design your contact center QA to deliver better NPS results. How to connect Quality Management to training outcomes. How QA impacts customer service. The Contact Center QA Framework (QAF). The QA Lifecycle. How to use the right tools, define Gap Analysis, and collect rich data. How to assess the CX impact.



Our Presenters: 

nate brown


ul ehss



Nate Brown: Director of Customer Experience, UL EHSS

Nate is the Co-founder of CXAccelerator.  While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems.  From authoring and leading a customer experience program, to journey mapping, to implementing gamification strategies, to managing a complex contact center, Nate is always learning new things and sharing with the CX community.


Derek Penguinlogo-01

Derek Corcoran: Founder & CEO, Scorebuddy

Derek is Founder & CEO of Sentient Solutions Ltd, creator of Scorebuddy, the award winning quality measurement and reporting platform for contact centers. Scorebuddy is currently being used by over 30,000 agents across 20 countries by a wide range of clients in outsourcing, finance, travel, hospitality, and healthcare among others used by clients such as BooHoo.com, Alliance insurance, Microsoft and AirBNB.

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