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When designing LMS courses, focus on training the behavior you want to see on the job, not just the information agents need to know. Pro Tip: If agents are expected to complete follow-ups after calls, your training should clearly answer: What is the protocol?(Steps, timing, prioritization) How do they balance follow-up work while remaining available for calls? Who do they reach out to if follow-up volume increases or takes them off the phones more than expected? What tools or resources support this process? Training should mirror real workflows, especially for off-the-phone work, so agents know exactly how to manage expectations and workload....
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 2025 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.
