MaestroQA

Dialpad was facing some challenges with the culture on their Remote Support team – agents weren’t practicing the level of empathy that Dialpad was hoping for, and they didn’t feel supported to ask questions when they didn’t know the right answers (among other things). As you can imagine, this was having a negative impact on customers’ experiences.

These challenges, though normal, needed a creative solution. Brynn (who leads their QA and training program) solved it through bringing company and team values to the Remote Support staff.

She created a set of values that addressed the issues they were seeing, and built them into training and QA for agents, effectively reinforcing and rewarding the kind of behavior that makes people proud to work at Dialpad.