MaestroQA

Is your AI strategy about building customer trust or saving $? 1: 11/10 people will say it’s about building trust 2: 10/10 is actually about saving money Companies should get profitable by driving customer retention AND customer expansion. This is done through building TRUST with customers. How can AI help? What's the role of QA in this world? - AI should be used to analyze conversations where trust is at RISK and QA does a deep dive - QA should 'QA the AI' to assess how it’s affecting trust

Join us for our webinar tomorrow, "Death of the QA Score," featuring Vasu Prathipati, CEO and Co-Founder of MaestroQA. This discussion will explore how traditional QA scores are being replaced by more sophisticated, targeted QA strategies. In this webinar, you’ll discover how QA is evolving into a mission-critical function that drives continuous improvement for your employees, processes, and customers. Key Takeaways: -Learn why the singular QA score is becoming outdated in today’s dynamic business environment. -Uncover how targeted QA approaches deliver deeper insights and more precise evaluations of agent performance. -Explore how modern QA practices play a crucial role in risk management and compliance. There's still time to secure your spot: https://lnkd.in/eFWARD67 #QA #QAScores #CX #QAStrategies

The Death of the QA Score. Sounds pretty counter-intuitive for an organization with QA in its name to talk about, right? Our CEO and Co-founder, Vasu Prathipati, has been having conversations with CX & QA leaders spearheading this movement on the front-lines. Join us this Thursday for a conversation about the new world of Strategic QA: mission-critical continuous improvement. This is one you won't want to miss! I'll drop the link in the comments below ⬇

For 5+ years, I (alongside the MQA team) have been dedicated to helping customers build QA programs with QA scores. Now, we're talking about the Death of the QA Score. Why the 180 degree change? It's rooted in the craziness that makes us human. We get so obsessed about numbers, and reporting, and ACCURACY. Then, when it comes to #s about people, we hyper focus on FAIRNESS. Even , if the # wasn't related to performance management, Numbers Judging People drives 7 out of 10 people off the wall. (Hmm maybe it originates from our school system and grades and SATs and GPAs etc.? 🤔 ) Next thing you know - your average QA Score is 97% and deep down, everyone knows that's not the truth. The system is being gamed. Next thing you know - you see a situation that should be dug into but you have to randomly sample to be FAIR. We get wrapped up in a tornado ( 🌪🌪 🌪 ) of conversations about the above...and lose sight of what ACTUALLY MATTERS. Kaizen. Learning. Personal Development. Continuous improvement. Getting 1% better each and every day. Focus on finding insights to improve the business. When you remove the score, you can shift from Random to Targeted Issues. When you remove the score, you can focus on finding problems and opportunities than 'grading the person fairly' Going from 1% QA to 100% QA to get a statistically significant score misses the point and perpetuates the original issues. The the future of QA is Targeted and Non-Scoring. Use AI to find better things to Target.

In my last post, I shared how the agent experience gets often overlooked when companies start looking into AI & AutoQA tools. There are a lot of companies openly pitching & promoting if you buy their solution then you can layoff your QA team since they'll automate the entire process & the AI will automatically coach and provide feedback to your agents so team leads don't have too. Think that's a recipe for disaster.. There are still a lot of questions on QA scorecards that are hard for AI to assess accurately, specifically when they're about your business, processes, and policies. You need a team to validate accuracy, test, & take action on all of these new insights AI is providing. People like to be coached by people, don't underestimate the power of the human connection. I think QA teams should embrace AI, speech analytics, sentiment, and other tools to become an insights engine and combine that with human intelligence who know your company to do the investigative and coaching work.

CEOs know they need to always be improving the relationships with their customers. Customers want more and more problems solved for them - and when the problem gets sufficiently complex, they LOVE trusted advisors. Become a trusted advisor to your customers, game-over for competition. Here's why this is hard to execute though - 1) First you have to identify the more complex problems your customers face that are adjacent to the product your selling or a layer deeper than the product your selling. Say you sell glasses. Maybe the deeper problem for the customer is feeling stylish or trouble reading on laptops at work. 2) Then, your company has to have solutions internally or resources externally to even help the person. Instead of just selling glasses, how else can you serve the customer's style goals or work needs? 3) Next - your people have to be SKILLED enough to help with the more complex problem. Ask better questions to understand the root need. Have better EQ to pick up on signals in the customer conversation. Become more knowledgable to present a solution back. Rarely customer comes to you and says - "Can you help me be more stylish?" - and you're like "Perfect, here's a pair of glasses" 🤣 4) Finally - you have to have a company culture that believes in this and will patiently invest in this. A QA Program can obviously drive #3 above. It can also help with #1. If you're at the begninning of the journey, the first step your QA program can encourage is a 🤓 Culture of Curiosity🤓 where you encourage agents to ask some layered 'why' questions to understand deeper needs. We do this at Maestro - David Chitwood coined it internally as "The Big Dig"

In the world of instant customer interactions, ensuring your chatbot delivers top-notch customer experiences is crucial. Discover three tools that can optimize your chatbot performance and deliver unparalleled customer experiences: 🔍 Comprehensive Quality Assurance: Monitor and evaluate chatbot interactions to ensure they meet your high standards.  💡 Actionable Insights: Gain deep, actionable insights into chatbot performance and identify areas for improvement.  📊 Seamless Integration: Easily integrate MaestroQA for real-time visibility into your chatbot's performance. Learn more: https://lnkd.in/e-GV-xhA #ChatbotQA #CustomerExperience #AI #MaestroQA #Chatbots

Every time a vendor we use adds an AI feature, it's a race to get the first jailbreak. No one makes it past day 1, h/t Alex on winning Slack today

🌟 Navigating AI Pitfalls and Enhancing CX in Call Centers The future of customer experience is here, and it's powered by AI. But with great power comes great responsibility. Ensuring AI's success in call centers means navigating potential pitfalls and leveraging its full potential. In our latest blog post, “Navigating AI Pitfalls and Enhancing CX in Call Centers”, we delve into essential strategies for maximizing AI benefits while avoiding common challenges: ⚠️ Recognize AI Limitations: Understand where #AI excels and where human intervention is crucial. 🤝 Blend AI with Human Touch: Create a seamless interaction between AI and human agents for a superior customer experience. 📊 Utilize Data Wisely: Harness the power of data to train AI effectively and improve decision-making. 🔄 Continuous Improvement: Regularly update and refine AI systems to stay ahead of evolving customer needs. Dive into the full article here: https://lnkd.in/epjmZdCG #AIinCX #CallCenterInnovation #CustomerExperience #MaestroQA #AIPitfalls #CX #QA

The MAP is not the TERRITORY. This is one of the traps all leaders - not only CX leaders fall into. “It’s like having a map of a city: the map can help you navigate and understand the city, but it’s not the same as walking the streets and experiencing it yourself. Roads close. Intersections get blocked. So, just like a map can be outdated or incomplete, our beliefs might not always match the real world exactly.” https://lnkd.in/gwSGVGuw Too many AI decisions by leaders are based on the map. Not the territory. This is why a leaders best friend should be the Quality Team. A leader looks at a map and says - hmmm that area looks like a 🚩 🚩 🚩 Mr and Ms. QA - can you go airdrop in there and lmk what's going on? Mr and Ms. QA roam the fields, climb the mountains, and hike the trails...like archeologists they collect their findings and inform the Leader of what's going on. I think there will be a Chief Quality Officer who's sole job is to help leadership understand the nuances of the terrain in all functions of the company.