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How to Overcome Omnichannel Challenges to Quality Management

How to Overcome Omnichannel Challenges to Quality Management

Air Date: March 18, 2020
Time: 2 pm ET

Nelson Giron , Neal Topf

Moderators: Roy Atkinson

Watch the webinar video below.

Join us on Wednesday, March 18, at 2:00 PM ET for an interactive and informative hour.

Quality management and quality assurance (QM and QA) are important elements of any contact center. The tasks involved can be time consuming and difficult. Traditional methods have focused on the phone conversation as the primary—or even sole—source of input. Scorecards have been built focused on limited data and are producing only partial views of the quality of interactions.

Modern contact centers are using omnichannel solutions to respond to customer needs, and so multiple sources of quality management data are available but might be overlooked or considered unusable because of the dated tools and methods contact centers are using. How can quality management take advantage of these varied sources of data to produce better results for the contact center and for customers?

This webinar will cover:

  • How omnichannel communication changes the scope of QM data
  • How advanced analytics are no longer optional, but are a necessity
  • Why and how doing better QM benefits both contact centers and customers
  • How advanced technologies such as Natural Language Processing (NLP) and sentiment analysis can assist

Join us for this informative and interactive webinar complete with Q&A.

Nelson Giron
Nelson Giron
Senior Engagement Manager, Clarabridge

Nelson is a Senior Engagement Manager at Clarabridge. He has over 14 years of technical support industry experience primarily focused on escalation management. He has been with Clarabridge since 2014 and has led the Customer Support practice, focusing on Contact Center Solutions.



Neal Topf
President, Callzilla

Neal Topf is the President and Co-Founder of Callzilla. He leads Callzilla’s near-shore contact center operations and sets Callzilla’s mission and vision. In addition to live agent services, Neal dedicates significant energy and focus towards understanding the convergence of human assisted contact management with automation and artificial intelligence. Winning ICMI’s Best Outsourced Provider was one of Neal’s greatest professional achievements. In his personal time, Neal is a life-long suffering Washington Redskins football fan, wondering if they’ll ever make it back to the Super Bowl. Neal resides in South Florida with the pride and joy of his family, his 7-year-old son.

Roy Atkinson
Roy Atkinson
CEO and Principal Advisor, Clifton Butterfield, LLC

Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. In addition to many other lists in 2020, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva, one of the “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020” by SurveySensum, and one of the “Top Ten CX Contact Center Influencers You Need to Follow” by Shelf.

His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. He delights in bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson.

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Topics: Best Practices, Customer Experience, Contact Channels