For contact center management, empowering agents to achieve sustainable success has traditionally been a challenge. How can your organization overcome this hurdle and provide the necessary support for agents to reach their full potential?

Hear Jillian Carrington (Manager of Conversational Intelligence, UCHealth Patient Line) and Kate Spaur DeVore (Senior Training Quality Analyst, UCHealth Patient Line) as they discuss the transformative journey of UCHealth’s QA & Coaching program. Discover how UCHealth transitioned from a reactive training model to a proactive, collaborative approach where agents are empowered to leverage self-coaching to drive their own success.

By watching this webinar, you'll learn:

  • Evidence-based techniques to cultivate engagement and accountability at both the agent and supervisor levels that empower the entire team
  • Practical insights for establishing clear and attainable expectations for your QA review time to achieve maximum efficiency
  • Strategies for successfully navigating a transformation of agent behaviors, driving improved performance, and heightened customer satisfaction
  • More...

P.S. All US-based attendees of the full, LIVE broadcast with valid business email addresses will receive a $10 Starbucks, Amazon, or Target gift card after the webinar.

Speakers:

Jillian Carrington
Manager of Conversational Intelligence
UCHealth

Jillian Carrington has worked in Quality Assurance for the past 10 years in both manufacturing and healthcare settings. Throughout 2022, she led Patient Line's QA & Coaching team in their transition from a manual QA process to an automated process utilizing CallMiner.

Outside of work, Jillian enjoys camping, kayaking, and gardening.

Kate Spaur DeVore
Training Quality Analyst, Senior
UCHealth

Kate has been Quality Analyst in the healthcare setting for the past 9 years, working in various capacities ranging from complex government payer programs to leveraging technology to automate contact center Quality Assurance processes. She specializes in data analysis, specifically identifying performance trends and developing coaching material to aid performance improvement.

As part of Kate’s commitment towards making Quality Assurance a positive and supportive division within Patient Line, she spearheaded the linguistical cultural transformations to shift the core language from punitive to constructive. By presenting challenges as opportunities for improvement, it is her firmly held belief we can guide our agent's performance in a more impactful manner.

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