Podcasts & Webinars

Facing Change Head-On with QaaS

by | Dec 3, 2020

Two key factors determine how well energy companies do at winning and retaining customers – the ability to control costs and offer competitive rates and the ability to provide top-notch end-to-end customer experience.

Consistent improvement in customer experience is essential to retain the loyalty and business of customers – this is where ‘Quality as a Service’ plays a significant role.

Traditional methods allow companies to monitor only 1-2% of customer care calls. Meager data from these calls, riddled with human bias, is used to train and improve customer service teams’ performance.

QaaS (Quality as a Service) is a software solution using artificial intelligence, data analytics, and speech analytics technology to monitor 100% of customer interactions across all channels. The data gathered by this software is rich and deep and helps transform training, performance, and CX.

Tune in to learn more.

Quality Assurance at CP360 

We use state-of-the-art solutions to monitor 100% agent interactions with customers to get real-time data, improve performance, and optimize CX operations on the fly. Our automated quality management systems provide detailed feedback to tailor agent training.

Our Speaker

Wendy Hanlan

Wendy Hanlan

Head of New Partnerships

Wendy Hanlan is a sales and marketing professional with 20+ years servicing clients all over the world.

Recent Business Process Management Podcasts & Webinars
Podcast: RPA in Energy
RPA in Energy

RPA in Energy

North America’s energy and utility sector has legacy systems and technologies that mar the customer experience. Customers tend to interact with Energy companies when they want to start or change service, pay bills, contest bills, or lodge complaints—the easier these interactions, the better the experience – simple as that.

Webinar - Using Speech Analytics and Voice AI to Improve Customer Interactions and Business Processes
Webinar: Canadian Electricity Association Spotlights CP360 in Speech Analytics and Voice AI for CX

Webinar: Canadian Electricity Association Spotlights CP360 in Speech Analytics and Voice AI for CX

Our in-house experts Elizabeth Sedlacek, VP of Client Relations and Partnerships and Mark Rodrigue, Senior Vice President speak about AI Speech Analytics technologies and its revolutionary effect on driving process transformations, at a webinar hosted by Canadian Electricity Association and moderated by David McKendry.

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