CCMA Members Forum - Workhuman – Improving Customer Service Quality with CallMiner

Date: 17/04/2024

Venue: Workhuman, Unit 18 Beckett Way, Park West Business Park, Dublin 12, D12 R297.

Throughout 2023, the Workhuman customer service team successfully evolved their quality assurance (QA) program with the objective to address many common QA related pain-points experienced industry-wide. With a quality program design that is laser focused on agent feedback and development, at this CCMA members forum you will learn how Workhuman implemented CallMiner’s industry leading conversation intelligence platform to improve overall quality, drive engagement with team leaders and agents whilst automating some of the most repetitive checks on their QA Score Card.

Join us in Workhuman's Head Office for an interactive session with John Rahaman and  Carla Jacinto, Customer Experience Manager and Program Manager to hear about the Workhuman's Customer Service quality program. Our panel will also be joined by Mark Lockyer from CallMiner who will speak about the "art of the possible" .

We will be focusing on:

  • Developing agents through quality feedback.
  • Deploying speech to text transcription and sentiment analysis.
  • Building automated/hybrid QA

Our Agenda:

  • 09:30-10:00am – Arrival: Coffee, tea, refreshments & networking
  • 10:00-10:20am – Welcome & Workhuman introduction
  • 10:20-10:40am – Interactive session – automated/hybrid QA 
  • 10:40-11:30am – Improving customer experience quality with CallMiner including interactive demo & Q&A
  • 11:30-12:00pm – Networking

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