Upcoming Events

Part 1 of our 3-Part Coaching Web Seminar Series Date:  Wednesday, March 19 Time:  10:00-11 am CT Defining Performance Standards:  Establishing Objectives and Measuring Results As a general rule, you can expect what you inspect.  It’s critical that each employee understands his/her role and responsibilities and what performance will be expected.  One of the toughest tasks is defining the desired performance in terms of measurable behaviors.   For example, it’s not enough to tell staff they need to portray a positive corporate image when communicating with customers.  Call center management must define every single performance expectation down to specific behaviors that can be identified and measured objectively.  This session discusses how to set smart performance goals and develop a balanced system of measures to ensure that positive/negative behaviors are being inspected and recognized appropriately. Seminar attendees will learn to: Define the components of a performance management model and why such a model [...]

Part 2 of our 3-Part Coaching Web Seminar Series Date:  Wednesday, April 16 Time:  10:00-11 am CT Reasons for Non-Performance:  A Diagnosis/Treatment Model for Improving Work Behaviors An employee who has been on the phones for three months keeps transferring difficult calls to a supervisor.  This person must need some more training on handling this type of contact, so you schedule them to sit in on a refresher training class. Problem solved?  Probably not!   There are many different reasons employees don’t perform, and lack of training is a common (and expensive!) misdiagnosis.  In this session, you’ll learn the six basic reasons call center employees don’t perform and symptoms of each one.  You’ll be able to better diagnose performance problems and prescribe a more effective treatment for each problem situation.   Anyone that supervises employees can benefit from this session! Seminar attendees will learn to: Define performance gaps – what you have versus [...]

Thursday, April 17, 2025 1:00pm CT Essentials of Quality Form Design: Identify Relevant and Objective Call Standards Creating a comprehensive quality monitoring form entails getting the right people in your call center to collaborate and construct standards to effectively evaluate your frontline agents’ call performance. This session provides an overview of what to expect in a quality form design process. In addition, you will learn to identify objective behavior-based quality attributes to establish a solid foundation for your call center’s quality monitoring program. QATC Members can click here to register for this web seminar.

2025 SWPP Annual Conference Tuesday, April 22-Thursday, April 24 Omni Nashville Hotel Don’t miss the SWPP Annual Conference! This event is designed specifically for workforce management professionals in the contact center, and includes tons of breakout sessions, networking, and fun! Everyone is invited to attend this conference, and anyone in the workforce planning community can benefit from the informative workshops and opportunities to network with peers. As an attendee at the SWPP Annual Conference, you will: Learn about industry trends and hot topics from the experts. Improve your workforce management skills. Make important contacts and network with your peers. See the latest technology available to you. Have a great time! You don’t want to miss this exciting event, so make your plans to attend now. Register Here Click here for more information:  https://swpp.org/annual-conference/    

Date:  Thursday, May 1 Time:  1:00-2:30 pm CT AI Essentials for Learning and Development Professionals.  This session will begin to explore AI in learning and development. Attendees will learn a brief history AI, including large language models and generative AI, and discover practical use cases and improved prompting techniques. The session will include a collaborative activity where participants will create a list of AI tools to experiment with in their organizations, offering practical actionable knowledge to enhance their design efforts.  – Speaker:  Paul Kern, Wisconsin School of Business  Click here to register:  https://swpp.webex.com/weblink/register/r47963932cda5e5b7eefc46ada8fd9b02

Boston Area SWPP & QATC Regional Meeting – Wednesday, May 7, 2025 Join us for the Boston area SWPP & QATC Regional Meeting on Wednesday, May 7, 2025 from 8:30 a.m.-12:00 p.m. at Point32Health located at 1 Wellness Way in Canton, MA. You won’t want to miss this great opportunity to with your peers and discuss your toughest workforce management and quality assurance problems. Join us for a great morning of education and networking. The agenda is as follows: 8:30-9:00 a.m. -- Registration & Continental Breakfast 9:00-9:30 a.m. -- Welcome and Keynote 9:30-9:45 a.m. -- Hot Topic Roundup 9:45-11:45 a.m. -- Hot Topic Discussion 11:45 a.m.-12:00 p.m. -- Wrap Up and Conclusion 12:00 p.m. -- Optional Call Center Tour Everyone is encouraged to attend this event. There is no charge for attending thanks to our hosts. Click here to register for this exciting event!

Thursday, May 15, 2025 1:00pm CT What’s the Point: Principles of Quality Form Weighting and Scoring Once you’ve determined the essential call behaviors, the next step is to construct a scoring scheme that awards points for performance achievement. While all of your quality standards are important, some will stand out as being mission critical and therefore deserving of higher point values to ensure your agents are focused on these, in particular. In this session, you will learn a prioritizing methodology to identify relative importance you’ll use to create an effective scoring scheme for measuring quality and motivating your agents. QATC Members can click here to register for this web seminar.

Part 3 of our 3-Part Coaching Series Date:  Wednesday, May 21 Time:  10:00-11 am CT Fundamentals of Performance Coaching:  Helping Staff Achieve Better Results Call center supervisors have multiple opportunities in a variety of settings and situations to communicate with staff about their performance. In this session you’ll learn about recommended practices for doing side-by-side coaching for improved performance, including tips on providing both positive and negative feedback.  You’ll also learn about techniques to use in counseling and formal review sessions.  Perfect for call center supervisors or team leaders, this session outlines the step-by-step approach to coach problem employees as well as reward good performers.   The session also provides several useful tools to use in planning and conducting a coaching or counseling session. Seminar attendees will learn to: Identify the differences between monitoring/coaching and coaching/counseling and when to use each. Describe “best practices” to use in side-by-side coaching. Identify tips on [...]

Thursday, June 19, 2025 1:00pm CT Developing Your QSDD: The Quality Standards Definitions Document Now that your quality evaluation form has taken shape, the call standards have been identified and organized into skill groups and a scoring structure has been applied, the next step is to develop comprehensive Quality Standard Definitions Document (QSDD). This session offers a template that includes all the QSDD essentials: descriptions of desirable and undesirable behaviors, related scenarios and associated center goals. In addition, we will look at sample definitions of the more challenging quality standards: tone, empathy and call control. QATC members can click here to register for this web seminar.

Thursday, July 17, 2025 1:00pm CT 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. QATC members can click here to register for this web seminar.

Thursday, August 21, 2025 1:00pm CT Call Coaching Fundamentals: Preparation and Delivery of Impactful Feedback You can have the most advanced quality recording technology, evaluation and analytical tools, but if you are not delivering impactful call coaching, you will continue to fall short in providing reliable high-quality service to your customers. This session provides practical suggestions to 1). Create a coaching plan; 2). Deliver feedback and 3). Follow-up with continued support. You will learn three specific approaches to call coaching aimed to motivate and develop behaviors required to meet process requirements and create a satisfying, memorable customer experience. QATC members can click here to register for this web seminar.

Mark Your Calendar for the 2025 QATC Annual Conference! Tuesday-Thursday, September 23-25, 2025 Hilton Nashville Downtown   https://qatc.org/annual-convention/