S1 Ep6 Quality Perks - Coffee & Quality Chat with Matt Gryntysz & Dane Newman April 5, 2022

Quality Perks - Call Center & Coffee Chats

Summary
In this episode of Quality Perks Coffee & Quality Chat, Karyn Dupree, Neal Eggers, Dane Newman, and Matt Gryntysz discuss various topics related to their roles at BPA Quality. Dane Newman, an Inside Product Manager, talks about his role as a data journalist and storyteller, emphasizing the importance of conveying data insights to clients. Matt Gryntysz, Director of Analytics, discusses the collaboration between the data science and analytics teams, focusing on leveraging speech analytics technology to provide root cause analysis and recommendations for improving customer experience.
Highlights
☕ Introduction of Guests: Dane Newman, an Inside Product Manager with nine and a half years of experience at BPA, and Matt Gryntysz, Director of Analytics with 13 years of experience, join the episode.
☕ Coffee Preferences: Dane switched from tea to a spiced rum coffee, while Matt is drinking Starbucks Decaf House Blend. Karen shares her preference for an organic rainforest blend.
☕ Mug Stories: Matt's mug is a souvenir from a greasy spoon in the Catskill Mountains, acquired after camping and snowshoeing. Karyn mentions accidentally discarding her coffee bag, and Neil shares his Stumptown coffee mug from Portland.
☕ Role of Dane Newman: Dane describes his role as a data journalist and storyteller, emphasizing the collaboration with clients to identify opportunities and provide systemic recommendations based on data analysis.
☕ Collaboration Between Teams: Matt explains how their teams collaborate, combining speech analytics technology with human expertise to conduct in-depth root cause analysis and offer clear recommendations to clients.
☕ Advice for Starting in Speech Analytics: Neal seeks advice for companies entering the speech analytics space. Matt suggests focusing on a strong strategy, governance, and infrastructure to maximize the value of the tool. Dane emphasizes the importance of not replacing traditional quality programs but supplementing and enhancing them with speech analytics.
☕ Career Journey: Matt shares his journey, starting in a contact center dealing with student loans, which inspired him to change the approach to quality evaluation. Dane's career path was shaped by his experience as a quality evaluator in a contact center.

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As always, Have a Quality Day!