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Session 607: Quality Matters: Increasing Quality to Increase CSAT


Thursday, April 11 at 4:00 PM

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Quality matters, in all organizations. In any situation, an increase in quality should result in an increase in satisfaction (customer or employee or both). In this session, attendees will learn how a quality scorecard can enable organizations to increase satisfaction, measure impact, and coach for success.

Beth Jacobsen

Director of Customer Care
When I Work

Beth Jacobsen has over 20 years of experience in the customer service industry, more than half of that time in the SaaS world. She's passionate about employee engagement, customer experience, scaling teams, and mentoring staff, and she's presented at national conferences on topics ranging from onboarding and employee recognition to communication skills and industry processes. Beth has been an HDI local chapter officer for the past eight years, and she's currently serving as the president of the PulseLocal Twin Cities chapter.