MaestroQA

The greatest trap for QA Teams is the QA Score. Your CEO doesn't care about the QA Score. Neither do I. We care about: - Insights that improve the customer experience - Insights that improve Employee Performance - Insights that improve Business Processes Scrap the Score. Focus on Continuous Improvement. Remixing Peter Thiels "Competition is for losers" - I tell our team - "numbers are for losers". I say this for 3 reasons: 1) Shock value 2) Business culture is hyper focused on numbers, at the expense of 'taste' and 'story' 3) Numbers shouldn't be the goal, they should be a proxy of the goal...and we lose sight of that 2 quotes that capture this: "He did sell 10M records. Crack fiends bought 10M rocks, doesn't mean crack is good" - Tupac "Not everything that can be counted counts, and not everything that counts can be counted" - Someone

I came across a provocative Reddit post this AM titled “AI is doing our QA (and we hate it)”. There's close to 100 comments exploring Agents' sentiments towards the "AI Machine" controlling their performance. The post (while a year old) delves into various issues such as lawsuits, dispute challenges, fairness, and more. One story caught my eye - where a frustrated agent was graded as "zero" across all scorecard sections due to a customer abruptly ending a call in frustration - how was that in the agent's control? It's clear that LLMs and proprietary AI models struggle to grasp contextual nuances required for 100% accurate grading. The market is flooded with misleading claims on AI and especially 100% Autoscoring capabilities. Caveat emptor!

An initiative that resonated on today's webinar! 🔥❤️ "Our 'Solve It Forward' initiative is about looking beyond the end of the case and applying a sense of ownership. It's ensuring that the resolution is clear and effective, so customers don't come back with the same issue. We always ask, is there something I can do right now to help prevent this problem for other customers? It's all about next issue avoidance and proactive support." — Josh Wilcox, Support Quality Manager at Varonis Get access to the full webinar: https://lnkd.in/eUhcV-dp

The other day I met with a Customer Service leader tasked with rebuilding the support team: onboarding a ton of new agents without risking a dip in CSAT, ensuring tenured agents were still getting quality coaching, and updating processes and knowledge database content along the way. He invested in an AI-first QA vendor that promised 100% autoQA. ✨ The result? 97% QA scores across the board. Tenured agents? 97%. New agents? 97% Chatbot? 97%. So... what's the problem? "We can't rely on those scores. It scored 100% if an agent said 'thank you', but they weren't asking follow-up questions or properly closing the ticket..." If you (or leadership, or agents) can't trust that a great QA score is accurate, what's the point? 🤔

We brought 100 CX operators together with a heavy focus on QA. We heard common challenges and excitement: 1) QA Teams are passionate to build the future of Quality. 2) Exec - Employee Experience Gap 3) QA is a concept that extends far beyond evaluating calls, emails, and chats. 4) Team Leads are a really important partner to QA and that partnership needs some re-work

Amidst today’s fast-paced and high-stakes customer service landscape, having real-time, actionable insights at your fingertips is not just an advantage—it's a game-changer. They empower you to build trust and secure your operations effectively. Join us for an exclusive fireside chat with Josh Wilcox, Support Quality Manager at Varonis, a rapidly growing and globally recognized data security leader. Discover how Varonis leverages MaestroQA’s performance dashboards to revolutionize workflows, enhance efficiency, and maintain top-tier standards in data security and customer support. Learn about Varonis’s dynamic approach to quality assurance, which has catapulted their support operations and agent performance to unprecedented levels. Key topics we'll cover: -Proactive QA for Tech Support and Beyond: Discover how Varonis prevents agent regression and promotes continuous improvement with consistent QA practices across the business. -Leveraging Actionable Dashboards: Learn how customized dashboards drive efficiency and accountability within tech support and other business functions. -“Solve It Forward” Methodology: Explore how Varonis identifies, flags, and resolves issues proactively, preventing recurrence and ensuring no problem is left unaddressed. -Ensuring Compliance and Security: Understand how QA practices help Varonis tackle urgent challenges, ensuring data protection and compliance in high-stakes environments. -Enterprise-Wide Continuous Improvement: Gain practical tips on transforming raw data into actionable insights that drive strategic decisions and performance enhancements across all departments. Click here to reserve your seat -- space is limited! https://hubs.la/Q02DfX760 #CustomerSupport #CX #QA #Compliance #DataProtection #DataSecurity

CX leaders and C-suite should think about customer service like Amazon thought about e-commerce. Amazon realized they had a data advantage over brick + mortar stores. That data was all the information about their customers from browsing data, past purchase history, etc. Other digitally native businesses like fintech and insuretech don’t have the same browsing data but what they do have over their brick and mortar competitors is recorded conversations. 100% of your business conversations happen over the internet - phone, email, chat, etc That’s a HUGE DATA ASSET - yes, we know about speech and text analytics but that’s obvious. What’s non obvious is that conversat data is defined by the conversation quality. For example - if the agent asks, "how do you feel about MaestroQA?" you are receiving an answer to your data set that you didn't have before. The more questions agents ask - the more you learn about your customer. Your data asset improves. This wasn't that important pre GenAI because traditional Speech/Text Analytics couldn't analyze this data asset that robustly. However, now that we have much better conversation analysis tools - we should rethink 2 things: 1) how we leverage moments of customer conversations that happen via support 2) how to create more and longer customer conversations

We focus too much on what might change. Instead - the pillars to build on are what won’t change. One thing QA teams Never have to fear Is that customers will always want higher quality than lower quality - all things equal Higher quality brands - all else equal - will win. Thankfully, humans always want better quality, never worse - if they can help it. (Focusing on won’t change is stolen from Jeff Bezos interview - he said he builds Amazon around what customers will always want (faster deliver, lower prices, more selection)

Software is over-rated. Strategic partnership + consultation is under-rated. I think the right Customer Success Manager could help many QA Analysts deliver more value to their company while keeping them on spreadsheets.... Than most QA Analysts would get with QA software and no strategic consultation... It's the strategy that gives you direction It's the software that gives you the scale Scaling a bad direction is a one way ticket to la la land

So thankful to have had the opportunity to attend MaestroQA 's CX Summit last month! As expected (and appreciated,) AI was a hot topic of conversation. The bottom line, for me, is this: QA teams analyze human problems-- and human problems require human solutions. AI can (and should!) be utilized as a tool placed in the hands of our team members to create efficiencies, provide data insights, and stimulate conversations- but it should not (and cannot) replace that human element. Thank you to Vasu Prathipati Harrison Hunter Maxmillian Licht and everyone else who attended the summit for creating such a wonderfully collaborative and engaging event!