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Smart QA: AI + Quality Assurance for best in class quality service

course
Smart QA: AI + Quality Assurance for best in class quality service

About the Course

Quality Assurance (QA) helps support leaders understand the quality of service their agents are providing to help them improve customer interactions to ultimately win and retain more business. That said, traditional QA processes often come with many pitfalls, like manual audits, slow process times, and incomplete or non-comprehensive reviews - that is until now!

Learn how to use Front’s Smart QA capabilities to get a more complete, objective view of agent performance with AI-powered QA. This course will cover why Smart QA is beneficial for your business, how to easily set it up in Front, and how to read your QA results to discuss trends and performance with your team.

Course Instructor

Matthew Meeks
Matthew Meeks
Product Education Manager
Not started
Enroll
Course Outline
  1. Quality Assurance (QA) at a glance
    1. What is a Quality Assurance process?
    2. Do I need one?
    3. Traditional pitfalls of old-school QA
  2. Introducing Smart QA
    1. What is Smart QA?
    2. The benefits of creating a QA process with Front
  3. How to set up Smart QA
    1. Smart QA Criteria
    2. Smart QA rules
    3. A quick walkthrough:
    4. Setup: check your understanding
  4. Let’s look at some real world examples!
    1. Example 1: Training new support agents
    2. Example 2: Improving your sales pipeline
    3. Example 3: Building a company’s brand and customer voice
  5. Reviewing your results
    1. Smart QA Analytics Report
    2. Dive Deeper
    3. How to override reviews when necessary
  6. Recommended resources
    1. Continue your learning
  7. Quiz
    1. Check your understanding
  8. Feedback
    1. What did you think of this course?
Smart QA: AI + Quality Assurance for best in class quality service

About the Course

Quality Assurance (QA) helps support leaders understand the quality of service their agents are providing to help them improve customer interactions to ultimately win and retain more business. That said, traditional QA processes often come with many pitfalls, like manual audits, slow process times, and incomplete or non-comprehensive reviews - that is until now!

Learn how to use Front’s Smart QA capabilities to get a more complete, objective view of agent performance with AI-powered QA. This course will cover why Smart QA is beneficial for your business, how to easily set it up in Front, and how to read your QA results to discuss trends and performance with your team.

Not started
Enroll
Course Outline
  1. Quality Assurance (QA) at a glance
    1. What is a Quality Assurance process?
    2. Do I need one?
    3. Traditional pitfalls of old-school QA
  2. Introducing Smart QA
    1. What is Smart QA?
    2. The benefits of creating a QA process with Front
  3. How to set up Smart QA
    1. Smart QA Criteria
    2. Smart QA rules
    3. A quick walkthrough:
    4. Setup: check your understanding
  4. Let’s look at some real world examples!
    1. Example 1: Training new support agents
    2. Example 2: Improving your sales pipeline
    3. Example 3: Building a company’s brand and customer voice
  5. Reviewing your results
    1. Smart QA Analytics Report
    2. Dive Deeper
    3. How to override reviews when necessary
  6. Recommended resources
    1. Continue your learning
  7. Quiz
    1. Check your understanding
  8. Feedback
    1. What did you think of this course?

Course Instructor

Matthew Meeks
Matthew Meeks
Product Education Manager