In 2018, Workhuman decided to transform QA by moving it into a newly formed Customer Experience program. Since, they have successfully evolved their service to the Contact Centre through the lens of end-user satisfaction. The design, implementation, and management of the program functions of a closed loop concept, where agents take ownership of their service quality with the help of Quality specialists and Callminer.
This session will inspire to look at gaining buy-in to trust in automation and support on process enhancements while continuously evolving to keep pace with the Business needs.