Turning QA Insights into Better Coaching and Customer Outcomes

Nov 5, 2025 12:00 PM

In partnership with Holland & Barrett

Most QA software grades agents. The best teams go further — using conversation signals to spot customer frustrations, fix root causes, and coach behaviours that change outcomes. Join us for this practical, insight-packed webinar with Barrie Howarth from Holland & Barrett, who will share how his team transformed their quality assurance process. You’ll hear how they moved away from manual, disconnected systems and now use AI-driven insights to reduce customer frustration, support their agents, and deliver measurable improvements in efficiency and customer experience.

What You’ll Learn – How to spot customer frustration early with sentiment analysis.

• Real-world examples of turning QA insights into policy changes and coaching improvements.
• How live scorecards and instant feedback are helping Holland & Barrett’s team leaders coach more effectively.
• The efficiency gains from modernising QA — and how saved time fuels better insight work.
• What’s next: the role of AI auto-QA in scaling reviews without losing the human touch.

Don’t miss the chance to hear first-hand from Holland & Barrett on how they’re reducing customer frustration through data-driven insights and coaching.