November 15, 2024
Join Mariano Tan, CEO and founder of Prosodica, in a compelling conversation with Aaron Turnbull, VP of IT at Sync3 Restaurant Solutions. Celebrating 10 years of collaboration, they delve into how Prosodica’s advanced AI solutions have transformed quality assurance in call centers. Discover how Prosodica helped Sync3 tackle challenges like small sample sizes and inconsistent quality scoring, and learn about innovative metrics like the Specialist Achievement Score. The discussion covers the transition to a data-driven approach, the impact on both agents and customers, and the future of AI in enhancing guest experiences.
00:00 Introduction and Guest Welcome
00:51 Client Background and Initial Challenges
01:11 Quality Assurance Issues and Realizations
03:42 Implementing Speech Technology Solutions
05:41 Data-Driven Insights and Metrics
09:15 Transforming Quality Assurance Practices
12:18 Overcoming Resistance to Change
16:56 Guest Interaction Improvements
22:27 Future Innovations and AI Integration
25:40 Leadership Lessons and Final Thoughts
