How Affirm Scaled Its Contact Center Operations with Conversation Intelligence and QA Automation

A Conversation With Erin Tillery, Senior Service Excellence at Affirm

Join us for a conversation with Erin Tillery, Sr. Manager of Service Excellence at Affirm

Here’s what you’ll learn:​


  • How Affirm overhauled their QA processes and quadrupled their auditing volumes
  • How investing in conversational intelligence enhanced agent effectiveness, performance, and experience.
  • How Affirm scaled its contact center operations to 2,000 agents serving 13+ million consumers.
  • How focusing on agent experience, resulted in higher CSAT scores

Featured Speakers

Erin Tillery

Affirm | Sr. Manager, Service Excellence

Erin has 15+ years of customer care and contact center experience including, Apple, LoanCare, and now Affirm.

Christian Lunoe

Christian Lunoe

Level AI | Sales Director

Christian is a Sales Director at Level AI. Prior to Level AI, Christian held leadership roles at Looker and Google.

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