MaestroQA is a platform that allows you to understand support quality beyond CSAT, like allowing your graders to view emails and listen to calls while providing feedback to Agents so you can improve every aspect of the Customer Experience.
Benefits
Coach with confidence
Create a coaching culture with ease. It's much easier to spot coaching opportunities because you understand how Customer Conversations are handled.
More insights for better outcomes
Correlate CSAT with Quality across individuals + the team. Perform root cause analysis on interactions that drive low CSAT or churn, and Create reports identifying training and process gaps.
Improve Agent performance
Seamlessly pull Agent-level performance data from Gladly into your coaching and QA programs to scale your service team effectively. Team leaders will be able to manage larger pods of Agents, and you’ll need fewer QA resources because of a more streamlined and effective Agent feedback program.
Supported features
MaestroQA supports the following features with Gladly:
Channels – email, voice, and all Messaging Channels