Contact center Quality Assurance programs can be pretty soul-crushing. There are a lot of manual, box-ticking exercises that don’t empower employees to deliver the best customer experience. At GoCardless, a London-based finance startup, they’re executing the old way QA is executed. They’ve developed the “Customer Connections” program that turns QA into a framework that sits across all customer-facing teams. The program focuses on creating meaningful connections with customers, without compromising efficiency–which is non-negotiable for operational departments that are often stretched with resources. GoCardless will talk about the journey to building a successful review framework with the help of software like Zendesk. They’ll also share tips for other teams looking to create or update their own QA programs.