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The old phrase “people don’t care how much you know, until they know how much you care” rings true for contact centers! When coaching staff have interactions with frontline agents, they need to remember that we are all in the same boat, and the agent on the front line is “rowing.” All customer interactions start out with building rapport. And good coaching sessions also start the same way! When you first meet with the agent, don’t jump right to business. Share something about yourself and be genuinely interested in what that person has to share back. Once rapport is established,...
Are you looking for one place to find the latest information on quality assurance and training trends and technologies in the call center? Do you attend other call center industry conferences and find only a handful of sessions that are applicable to your job? Would you like to have the opportunity to network with your QA and training peers and discuss your toughest problems?
If you answered YES to any of these questions, then you’ll want to attend the 2026 QATC Annual Conference this fall. In addition, you will:
You don’t want to miss this exciting event, so make your plans to attend now.
