Dashlane

Finding Your Tone in Technical Support

 

Dialpad

How to Address Remote Team Performance with Company Culture 

 

EdTech Panel

Agent Morale in Times of Change and Distributed Teams

 

Etsy

Building Gratitude and Positivity into the QA Process

 

FabFitFun

Using QA to Incentivize the Right Agent and Team Lead Behaviors

 

Greenhouse

Delivering Technical Support Over Live Chat

 

 

 

Handy

Handy's Agents Volunteer Their Mishandled Tickets for QA: Here's Why

 

 

 

Hudl

Effortless Experiences for Customers Through QA 

 

Lyft

Building Out a Knowledge Base

 

 

 

Mailchimp

Re: How Mailchimp Transformed their QA Team from Bad Cop to Good Cop

 

 

 

Mercari

Turning QA Into a Coaching Function, Away from A Punitive Function

 

 

 

MeUndies

Growth Mindset in QA Unlocks CSAT Improvements That Never Stop 

 

 

 

Stitch Fix

Defining A Quality Interaction 

 

 

 

Peloton

Making Sure Agents are Up-to-Date at a Rapidly Evolving Business

 

 

 

Postmates

How QA, Training, and Ops Work Together 

 

 

 

Zendesk

Using QA Data to its Fullest Potential