Draft Agenda
2021 QATC Virtual Conference
September 13-30, 2021

(NOTE: All sessions are one hour in length and presented live via WebEx and will be recorded for attendees to view later)

Monday, Sept 13

11:00 am ET

Welcome & Roadmap to The Virtual Summit for Quality Assurance & Training. Join us for this exciting kick-off to the 2020 Virtual Summit for Quality Assurance & Training. In this session, we'll start with a nostalgic quick look at the last 13 years of QATC Conferences and how we have evolved into this 2020 model. You'll see how this conference will replicate all the things you loved about the in-person conferences, including a look at this year's how-to workshops, panel discussions, games and activities, sponsor showcases, and the many networking opportunities. We'll show you how to navigate the conference, including how to participate in the workshops, use the conference app on your computer or phone, and visit the virtual conference web site to hear session recordings, visit sponsor booths, and find a wealth of educational resources. Don't miss this session if you want to learn how to make the most of the Virtual Summit.

12:30 pm ET

Five Most Common Mistakes Made in Quality Monitoring: Technology to Process to People. Are you finding your current quality monitoring program is not making a significant impact on your agents and call center? If you are like many call centers, quality scores are high but customer satisfaction is not. Or perhaps your concern is frontline agents see quality as punitive so they resist feedback provided by quality coaches and, as a result, their performance is not improving because of your efforts in quality monitoring. In this session, we will examine the top seven most common mistakes made in quality and help you identify what needs re-working with your own quality program. – Speaker: Deelee Freeman, Call Center Training Associates

2:00 pm ET

Strategies for Transforming Your Quality Program Post Pandemic. What does it take to deliver exceptional customer service in the post pandemic era? Quality teams can play a significant role in reshaping the contact center of the future when it comes to delivering a gold standard of service. Join this session and learn how to arm your team with the next generation tools and best practices that will guarantee success. – Speaker: Lauren Maschio & Kim Steele, NICE

3:30 pm ET

Who Does the Coaching? Coaching is the quintessential skill builder in any quality-conscious service delivery program. The question customer service leaders continue to wrestle with is where does this role really belong? Bring your boss to this session, as our time together will explore some excellent examples of successful team structures that offer a variety of creative and common coaching structures. This session will also share lessons learned to avoid the pitfalls of “we’ve always done it this way.” – Panelists: Michelle Chevalier, Equitrust, Craig Brasington, & Justin Robbins, JM Robbins, & Associates

Tuesday, Sept 14

11:00 am ET

Game Changer: Accelerated Onboarding to Level Up Your Talent. Organizations are often trapped inside of an onboarding cycle that lasts several weeks if not longer. Ramp up costs are high, productivity suffers, and little information from the first weeks of training are retained. There is a better way! By accelerating the onboarding sequence and maximizing innovative on-the-job training techniques, as well as laying in improved knowledge curation and peer-to-peer learning tremendous benefits can be seen. Join John Pompei as he reveals the keys he has used to establish support teams in 50% less time with lasting results. Speaker: John Pompei, Officium

12:30 pm ET

Home Alone: Training without Trainers. Are you a team of one without a dedicated training team? Are you a trainer but you have far more students than a proper ratio will support? Do you have seasonal ramps that require far more training resources than you have today? This session will help you understand the basics of how to develop and deploy a Subject Matter Expert (SME) supported training model. The aim of this session is to help answer the question how can I train with fewer trainers, when SMEs are not always good at instruction? Come to this session as we journey through how to support an SME model. – Speaker: Marshall Lee, Ttec

2:00 pm ET

The Pizza Party Problem - Why Incentives and Rewards Fail. One of the biggest challenges in the contact center is inspiring frontline employees to deliver exceptional service. Is it because they want to fail in their job? Of course not! But then why do so many incentive programs fail to produce sustainable results? In this session you'll learn the most common mistakes made when offering incentives, gain insight on effective ways to drive performance, and have an opportunity to share and discover reward and recognition best practices from other contact center leaders. – Speaker: Justin Robbins, JM Robbins & Associates

3:30 pm ET

Sponsor Spotlight Showcase – Verint. Learn how Verint is continuing to innovate quality management solutions to help you strengthen employee—and bot—performance, and drive behavioral compliance in this work-from-anywhere environment. – Speakers: Trudy Cannon & Tricia Manning, Verint

Wednesday, Sept 15

11:00 am ET

Using QA and Math to Target Process Improvement. Process improvement is, well, a process. It involves measuring performance, finding outliers or process bottlenecks, and fixing them. For call centers, Quality Assurance (QA) is most often the measurer and the problem finder. But what if we could use math or dashboards to find systematic problems in contact center performance? We would then use the power of QA to diagnose and fix issues that affect the call center operation as a whole. In this session, we will walk through some ways to look at your data, to spot those problems. Please come ready to share any stories you may have about making great improvements to your operation. – Speaker: Ric Kosiba, Sharpen Technologies

12:30 pm ET

Evaluate the Evaluation: Avoid Forms for Forms’ Sake. We’ve all experienced it; good intentions gone awry when a form meant to improve quality turns cumbersome, becoming just another item to check off the list. It takes away from the real reason we do what we do: improving the customer experience. As a Quality program, how do we simplify the experience to increase agents' quality and make our analysts’ lives easier? Join Dave Hoekstra of Calabrio as we get to the heart of what QA should be about through simplification of your evaluation forms and processes. From predictive evaluations, sentiment analysis, and even basic ways to reduce form complexity, join Calabrio to learn ways to lean on data and analytics to simplify the what – and why – of QA. – Speaker: Dave Hoekstra, Calabrio

2:00 pm ET

Blended Scaffolded Learning Engages Employees, Prepares Them for Internal Promotions. You have a stellar new hire training program and your new employees hit the call center floor enthusiastic and knowledgeable. But a few months go by and their performance starts to drop. Intervention at this stage may be too late – preparation should start right after new hire training. This session will show you how a blended scaffolded (multi-step) learning program that starts after new hire training can keep employees engaged, knowledgeable, and prepared for future roles. – Speaker: Lyndsey Myers, Realtor.com

3:30 pm ET

Quality Management That Delivers More Than Quality: A GrubHub Case Study. Quality Management (QM) isn’t just for assuring quality anymore. GrubHub uses forms and scoring for more than just ensuring their agents are on task and on target. In this session, we’ll explore how GrubHub uses QM solutions to better equip agents and align resources. – Speaker: Heather Turbeville, Authority Software

Thursday, Sept 16

11:00 am ET

Taking the Guesswork Out of Quality Monitoring: Principles for Driving Quality Success. Are you finding that your current quality monitoring program is having a positive impact on your agents, customers and call center? If you are like many call centers, quality scores are high but customer satisfaction is not. Do your frontline agents believe the quality process is punitive? Do they resist applying feedback provided by quality coaches and, as a result, their performance is not improving, and your efforts in quality monitoring are wasted? Sadly, these scenarios are not uncommon in most call centers and, as a result, the work done in quality departments is not highly regarded by management, frontline agents or the call center as a whole. In this session, we will focus on the underlying principles that may be sabotaging the success of your quality monitoring program. – Speaker: Deelee Freeman, Call Center Training Associates

12:30 pm ET

Who’s Training the Trainer? Developing an Effective Instructor Competency Program and Observation Form. In many instances, our Training Instructors are brought into the organization because of their high level of job-specific, content knowledge. Many are left to hone their delivery and leadership skills on the platform in the classroom, which can have dangerous implications to your workforce and training ROI. Developing basic Standards of Instructor Competency and Quality lays the foundation for excellence in learning in the classroom. How do you assess the effectiveness of your training interventions? How has the shift to Virtual Training impacted the Instructor training? Shouldn’t we be assessing the effectiveness of the individuals “leading” the students in these methods? A sample Instructor Observation form will be discussed and presented for your own development to allow consistency and calibration of observations, as well as documentation for their performance management. – Speaker: Todd Gladden, Planmen

2:00 pm ET

Your Coaches Need Coaching, Too! Coaches play a key role in the success of your employees. Has your company adopted a particular coaching model and have all your coaches been trained? What do you do beyond that training to ensure your coaches are using the model properly and encouraging the reps for good work while also lining up plans for opportunities to improve? The panelists for this session will share what they’re doing and provide insight that could work in your contact center. – Panelists: Debbie Short, Cokesbury, Todd Gladden, Planmen, & Michelle Chevalier, Equitrust

3:30 pm ET

Sponsor Spotlight Showcase - Authority Software. Simplicity doesn’t mean simple. Join Authority Software as we showcase our lightning fast, fully flexible, cost effective solutions for quality management. We will explore forms and scoring, archiving and storage, redaction and speech analytics. All tied together. Never bolted on. So it all just works. Simply. – Speaker: Lou Mandic, Authority Software

Monday, Sept 20

11:00 am ET

How To Design An Incredible Learning Experience. Life is made up of experiences. The learning/training experience is one of the most essential, acting as a gateway into the organization and a critical foundation on which to serve customers well. Customer Experience has taught us so much about how to listen to our audience, set clear expectations, and design a journey for them that will result in positive outcomes and loyalty. This session will focus on these overlaps, including Voice of the Customer, community learning, experience engineering, unifying around a brand voice, and more. Let's create experiences that matter! – Speaker: Nate Brown, Officium Labs

12:30 pm ET

Back to the Basics: Keeping the Employee and Customer the Center of the Quality Experience. A lot has changed with employees working remotely and customer expectations raising. How do you ensure your quality program continues to meet the needs of both the employee and the customer? Join Samantha Thompson and Kassidy Mastney to learn how MTD Products went back to the basics and focused on the customer experience to ensure the employee and customer remained at the center of their quality initiative. Get tips on customer experience roundtables and coaching to reinforce good behavior and along with other techniques MTD Products used to focus beyond the quality score. -- Speakers: Samantha Thompson & Kassidy Mastney, MTD Products, & Trudy Cannon, Verint

2:00 pm ET

Turn Your Agents Into Contact Center Superheroes. Your agents are the front line to your contact center. Like superheroes, they are focused on the safety and well-being of those they serve, your customers. But what makes an agent a superhero? And how can you strengthen your contact center superheroes to be better, faster, stronger? In this presentation, you will learn how Clarabridge is helping turn contact center agents into superheroes by giving them the technology and insights they need to overcome their QM kryptonite. Specifically, you will learn about how QM by Clarabridge gives your agents the following superpowers: Super Strength, Super Speed, and Enhanced Senses/Laser Vision. – Speakers: Keegan Brenneman & Ryan Murphy, Clarabridge

3:30 pm ET

Sponsor Spotlight Showcase - Calabrio. Join Calabrio for a full tour of the entire WEM suite. You will see how Calabrio’s solutions enable your organization to reduce the time it takes to QA calls, understand the customer journey, and find answers to the questions that aren’t always easy. After this session, you will understand what you might be missing in your enterprise WEM strategy, so please join us! – Speaker: Dave Hoekstra, Calabrio

Tuesday, Sept 21

11:00 am ET

Welcome to Your First Day...At Home. How to Onboard a Remote Employee. One of the most impactful experiences on an employee’s impression of their new job is the onboarding experience. And, for teams accustomed to in-person onboarding, the long-term prospect of employees working from home presents a series of complications in creating a great environment for new employees. In this interactive session attendees will learn how to develop and deliver an engaging and impactful onboarding and new hire experience for their contact center teams. Contact center expert, Justin Robbins, will breakdown the differences between in-person and virtual onboarding and will share his first-hand experience as a trainer, consultant, and onboarding specialist. – Speaker: Justin Robbins, JM Robbins & Associates

12:30 pm ET

Recognition Rescue. How do we recognize not only our top performers, but also the underdog who may need an extra push? Together we can explore new ideas for recognizing your associates. We all deserve to be rewarded for a job well done, and there's room for everyone at the top! – Speaker: Danielle Keith, Essendant

2:00 pm ET

Rethink Training Content to Include Emotional Intelligence (EQ). EQ is not a new concept, and yet why don’t we see more of its influence in our onboarding and new hire curriculum. For years we have seen it as a requisite skill in the highest levels of leadership and it is a quintessential component of any executive training worth its salt. So why then aren’t we taking this into account as we prepare and evaluate the employees that will meet and interact with a wide range of consumer emotions, especially now? This session will introduce practical ways in which EQ principles can be embedded in your training program. Speaker: Penny Tootle, Utilligent

3:30 pm ET

Sponsor Spotlight Showcase – Eleveo. Conversation Explorer with Integrated Surveys. Join Eleveo for a live product demo of Eleveo's Quality Management platform. We'll dive into the benefits of our Conversation Explorer with integrations including Voice of the Customer, Third-Party tool metadata, and more! Learn how you can Elevate your current QM practice with enhanced processes, data, and tools.

Wednesday, Sept 22

11:00 am ET

Advancing Training & Technology for Evolved Contact Centers. Whether your agents are 100% virtual, a hybrid of at-home and virtual or considering going fully back to the office, it’s wise to consider a pivot to your organizational development strategy. In this session we will discuss how organizations should view the new training landscape, best practices for disaster recovery type events, enabling technologies for contact centers and how adult learning theories are rapidly evolving in a digital world. To stay ahead of the curve to protect your Quality & Customer Experience. – Speaker: Josh Streets, ICMI

12:30 pm ET

The Impact of Automating Role Play with Simulation. A survey of almost 100 learning & development leaders indicated 93% invested in new ways to engage learners in 2020 and 85% of those were now focused on improving performance outcomes from training in 2021. Citibank has participated in a case study and discussion on the impact they have made by automating role play and coaching exercises with simulation. If you are interested in finding out how Citi is changing the game by enabling employees to learn by doing at scale and at a reduced cost this is the session for you. – Speakers: Dan McCann & Janet Rosen, Symtrain

2:00 pm ET

Chat and Messaging Quality Form Workshop. Looking for some sample Quality forms? Join us for this interactive workshop where we will give you specific examples of what you should be scoring when it comes to chat and messaging. We'll tackle the KPIs as shared by the attendees and will share sample form questions to track and ultimately move the needle. – Speakers: Jen Waite & Kristyn Emenecker, Playvox

3:30 pm ET

Sponsor Spotlight Demo - NICE CXone. NICE CXone Quality Management - Designed for quality. Built for simplicity. NICE CXone Quality Management with analytics helps you deliver better omnichannel customer experiences by enabling more targeted agent feedback. Using automatic, granular analysis and categorization to pinpoint the right interactions to evaluate to uncover trends, enabling agents stay on message and customers stay happy. – Speaker: Fernando Lopez, NICE CXone

Thursday, Sept 23

11:00 am ET

Skill vs. Will: Coaching High Performance Teams using Quality and Analytics. Learn how to implement Skill vs. Will coaching strategies using quality monitoring and analytics to improve frontline performance. During this high energy, informative session, attendees will hear how to coach agents to achieve greater motivation and desire while increasing proficiency. Ultimately resulting in consistently reliable service! We will take a close look at how using automated quality and analytic tools can shine a light on high performance and uncover reasons why some agents struggle to perform. We then show you how to apply the right coaching strategy to improve skills and motivate your teams to even greater success. – Speaker: Deelee Freeman, Call Center Training Associates

12:30 pm ET

Contact Center Jeopardy. Get ready for some fun, excitement, and plenty of interaction with your fellow attendees. Whether you are a QA wizard, a training guru, or just someone who’s excited to learn, come to this session to play Jeopardy and test your knowledge. Everyone can participate and win great prizes!

2:00 pm ET

Because We’ve Always Done It That Way Should Never Be the Answer. You’ve heard it said that change is the only constant. The Cokesbury training department has been through many changes over the last few years, including staffing, methods, content, and more. This session will cover the challenges the team has overcome when faced with those changes. Hear how they went from a staff of 7 to a staff of 1.8 and managed to simplify agent processes and systems while also creating a streamlined training manual. – Speaker: Jacquelyn Poarch, Cokesbury

3:30 pm ET

Sponsor Spotlight Showcase – Playvox. Playvox QM: Delivering exceptional customer experiences requires more than the initial training you provide your agents. The demands of customers for each business have been even more significant this past year, with a focus on delivering more digital channels to communicate with them. This impact has been felt by all businesses and has been a part of the evolution of your quality program. Join us to learn more about how our solution helps you to create a closed-loop quality program with the technology needed to support the evolution of your team. – Speakers: Jetson Gospel & Kristyn Emenecker, Playvox

Monday, Sept 27

11:00 am ET

Harnessing AI to Take Call Center Hiring, Retention, Training, and Quality Through the Roof. The future is now. Imagine being able to pinpoint the best hires, train them rapidly and thoroughly, and coach them on just the interactions they need help with. All at scale. Join us as we walk through several case studies that demonstrate the dramatic impact AI can have on call center effectiveness and efficiency. And tell them R2D2 sent you! – Speakers: Dennis Koerner, ITN Analytics, & Jon Hillegeist, UL

12:30 pm ET

Is The Value of Work a Relic of the Past? Prevailing wisdom says today’s jobs surplus stems from a low-wage/entry-level labor pool benefiting more from unemployment than work. Is it really that simple? Is it getting harder to fill higher-paying salaried positions as well? Are employers doing all they can to attract and retain employees? Join us as we examine these questions and explore a range of demographic, economic and workplace-related factors that may be contributing to the employment gap. – Speaker: Nicole Price, Eleveo

2:00 pm ET

Call Calibration: The Path to Consistency in Quality Monitoring. Call calibration is a process whereby quality analysts and supervisors evaluate a single call, measure the variance and reconcile the differences. Call centers who are well calibrated experience greater overall consistency in quality and service to their customers. In this session, you will learn the six key decision points for creating an effective calibration program, how to measure your calibration efforts, as well as the best practices for conducting productive calibration sessions. – Speaker: Deelee Freeman, Call Center Training Associates

3:30 pm ET

Sponsor Spotlight Showcase – Genesys.

Tuesday, Sept 28

11:00 am ET

Creating a Thriving Culture in a Post-Pandemic Work Environment. This session is an introspective challenge to each individual to determine that thriving is not just the right response to the year we have come out of, but it is the only response we will accept. And we are all in this place, not by default but by determination – and that does not end here. While we will talk about key changes that are to be expected in the post-pandemic workplace, we will also share insights concerning human behaviors to anticipate, and provide reassurance that at times we may be weary but our strength is still there. We are more attuned to the world around us, more aware of the humanity of our community, our clients, our consumers, and more prepared than ever to meet their needs and thrive together. Speaker: Penny Tootle, Utilligent

12:30 pm ET

The Great Debate – To Score or Not to Score. One of the hot topics in quality assurance is how to score the quality form. There are so many ways to handle this, and so many voices to be heard as you decide. Come to this session to hear how other organizations handle scoring – or don’t score at all! - works well as a panel discussion and works best with panelists who feel strongly one way or the other – Panelists: Michelle Chevalier, Equitrust, Justin Robbins, JM Robbins & Associates, & Craig Brasington

2:00 pm ET

Sponsor Spotlight Showcase – NICE.

3:30 pm ET

Sponsor Spotlight Showcase – Call Design. 71% of all employees are not engaged while they're at work and the average call center has a 26% attrition rate. It’s time to find out how Gamification users turn those numbers around! We’ll demo an employee engagement solution that reduces attrition, boosts productivity, and maximizes your ROI. Whether your employees are motivated most by incentives or recognition, competition or collaboration, we’ve got you covered! Join our session and see how this Gamification platform transforms daily routines into rewarding rivalries that give everyone a reason to do their best.

Wednesday, Sept 29

11:00 am ET

Building Employee Trust Through Quality Feedback. There is a commonly held QA principle that good programs measure behavior and provide employees with actionable feedback, within reasonable windows of time. But quality programs are often formulated in such a way that one misstep by the analyst erodes any measure of trust that may have been held for the program and or analyst. This session will cover important communication principles that build trust and pitfalls to avoid when establishing QA protocols that might undermine the ultimate goals of the program. Speaker: Penny Tootle, Utilligent

12:30 pm ET

Supporting Irate Customers: Diffusing High-Emotion Situations. Irate customers typically don’t wake up in the morning that way. Something has happened to trigger their emotions, causing the conversation to take a turn for the worse in an instant. Not all irate customers are the same and knowing how to address their heightened emotions is key to building a loyal customer base. Importantly, we owe it to our team to help them manage their own stress and anxiety that come with these high-emotion, high-stakes interactions. In this workshop, we’ll review 10 steps you can leverage to help your team turn detractors into promoters. We’ll review some calls as a group and discuss ways in which we can create a more positive experience for everyone. – Speaker: Sharon Oatway, Verequest

2:00 pm ET

Making the Move to 100% Virtual Training. Attend this session and hear how Cokesbury moved to 100% virtual training. They started the transition before the pandemic, so with a few tweaks, they were ready when the world “shut down.” You will hear how the training department prepared, faced challenges, and built on what went well. From PowerPoint to a Learning Management System, from paper quizzes to checks for understanding in the LMS, and other changes, Cokesbury has adapted and is still adapting. – Speaker: Jacquelyn Poarch, Cokesbury

3:30 pm ET

Sponsor Spotlight Showcase Clarabridge.

Thursday, Sept 30

11:00 am ET

60 Ideas in 60 Minutes – Coaching, Rewards, and Recognition. This fast-paced session with a panel of your peers will have you writing furiously as you try to capture an idea a minute on paper! This format will give you some last minute tips to take home and implement immediately – if you can catch them all! Come prepared to share your success stories or even things you tried that didn’t work, with a focus on ideas on these topics in a virtual environment.

12:30 pm ET

60 Ideas in 60 Minutes – Quality Assurance. This fast-paced session with a panel of your QA peers will have you writing furiously as you try to capture an idea a minute on paper! This format will give you some last minute tips to take home and implement immediately – if you can catch them all!

2:00 pm ET

60 Ideas in 60 Minutes – Training. This fast-paced session with a panel of your Training peers will have you writing furiously as you try to capture an idea a minute on paper! This format will give you some last minute tips to take home and implement immediately – if you can catch them all!

3:30 pm ET

Closing Session. Please join us for one last group hug after a month of spending some virtual time together! We will review the highlights of the event, and have a last bit of fun! We'll also give away some prizes, so you won't want to miss this session!