Frontline agents are hungry for feedback on their performance—but too often they aren’t getting it. A recent study found just 22% of agents get one-on-one feedback on a weekly basis. While it can be tough to carve out one-on-one time, offering consistent and constructive feedback is vital for agent development. Rather than simply delivering one-off pieces of feedback, though, focus on creating closed feedback loops with the help of automation. Leverage AI-driven quality management to uncover personalized insights on each interaction—without the need for manager intervention. However, feedback shouldn’t be a one-way street. Meanwhile, empower agents to participate in the feedback process,...
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.
