Event

On-Demand Webinar: How FREE NOW became a data driven customer service team

By Harry Maxwell

Published on March 02, 2021

Watch below on-demand! In this webinar we talk to our customers, FREE NOW, about centralization, empowering managers with data and sharing knowledge and feedback. Then we top it all off with a look at Quality Assurance Calibration and a Q&A!

Panelists

Derek Kochanowski - Moderator, Miuros

Karina Schlak - Transition Manager, FREE NOW

Liliana Cabral - Passenger Care Team Manager UK, FREE NOW

Cécile Franchini - Head of Customer Success, Miuros

Key Moments

Introduction: 1:28

Who are FREE NOW?: 3:55

The Challenges: 7:25

Centralization: 9:50

Empowering Managers: 15:10

Sharing Knowledge & Feedback: 19:10

Calibration: 24:12

Summary: 30:00

Q&A: 31:10

Resources

As mentioned in the webinar, you can download our Calibration Guide here!

A big thank you again to FREE NOW, Karina and Liliana for helping us to put on this webinar!

You might also like...

Expertise

6 Customer Service Trends to Watch in 2022

New customer service trends seem to be emerging, especially since digitization took hold and brought more customers to online channels. Discover the top CS trends in 2022.

December 23, 2021 by Jean Sébastien Broux

Quality Assurance

Why Quality Matters

Quality Assurance builds a better Customer Experience through improved Customer Service. Discover a brief overview of the two sides of the quality assurance process of top teams.

April 21, 2021 by Benoit Gagnon

Quality Assurance

How Miuros Review makes Reviewers’ Lives Easier

Introducing the new Chrome Extension and "In-Ticket Reviews". What’s important is that companies make the QA process as efficient as possible, so time spent reviewing tickets is minimized - and time spent training, coaching and improving is maximized.

February 03, 2021 by Harry Maxwell