Date: 08 October 2025, 8am PST | 11am EST | 4pm BST
Location: Virtual
For QA teams, Black Friday has already begun. If you’re not preparing now, your customers will let you know about it in November.
Sending your support team into the busiest period of the year without a rock-solid plan can only lead to customer churn.
In this webinar, Scorebuddy will be sharing tried-and-tested QA tactics to help you meet those volume surges, deliver smarter coaching, and drive CX improvements (even when traffic spikes 3x).
Join speakers, Sandrea Morgan (Head of Customer Support, Adanola) and Derek Corcoran (Founder & CEO, Scorebuddy), as they share their battle-tested tactics from Black Fridays past and show you exactly how to leverage QA data for better customer experience.
Scorebuddy will be exploring:
- How to turn last year’s QA data into this year’s CX plan
- When to start hiring for peak season (and what skills to look for)
- Ways to prioritize coaching before, during, and after Black Friday
- How to identify the biggest customer friction points
- The best approach for cross-functional collaboration
- Steps you can take right now to get your support team ready ASAP
Join this peak-season prep session and get proven strategies to beat customer churn, keep CSAT high, and get agents performing at their best when volumes skyrocket.
Author: Scorebuddy
Reviewed by: Robyn Coppell
Published On: 21st Aug 2025
Read more about - Call and Contact Centre Events, Scorebuddy
