Draft Agenda
QATC Annual Conference
September 23-25, 2025

Monday, September 22

2:30-5:00 p.m. – Registration

3:00-4:00 p.m. – Complimentary Pre-Conference Session

Roadmap to the QATC Annual Conference.  New to the QATC conference?  Come to this fun and interactive session to hear how to make the most of your time at this event.  Review the agenda and learn how these key topics will give you specific takeaways for your organization and help you with business decisions down the road.

4:00-5:00 p.m. – Complimentary Pre-Conference Session

Speed Networking.  Everyone has heard of Speed Dating.  Attend this session for a variation that will help you start off the conference with a bunch of new friends!  In our Speed Networking session, you will spend just a few minutes getting to know some of your fellow attendees, and exchange business cards so that you can talk more over the next few days and keep in touch after the conference is over.  

Tuesday, September 23

7:30-9:00 a.m. – Registration & Continental Breakfast

9:00-10:30 a.m. – Welcome & Keynote Address

The Quiet Power of Micro-Appreciation: Rehumanizing the Workplace One Moment at a Time.  In a culture strained by burnout and indifference, contact center leaders have the power to restore humanity through micro-appreciation, small, intentional acts of recognition that build trust, strengthen teams, and improve retention. This keynote explores how embedding appreciation into everyday quality and training practices can transform workplace culture and counter the silent damage caused by neglect or microaggressions. – Speaker:  Penny Tootle, Red Clay

10:45 a.m.-12:00 p.m. – Workshops

Five Most Common Mistakes Made in Quality Monitoring.  If you’re like many contact centers, quality scores are typically high, but customer satisfaction scores are stuck in neutral.  Or maybe your frontline agents view quality as punitive, they resist applying feedback from your call coaches and it shows.  These are just a few of the topics we will examine in the top five most common mistakes made in quality monitoring and help you identify what needs re-working with your own quality program.  – Speaker:  Deelee Freeman, Call Center Training Associates Inc.

Build Your Own Training Facilitation Toolbox.  Strengthen your skills as a facilitator and bring greater impact to your training sessions with proven techniques and practical tools. This immersive workshop goes beyond theory—you’ll actively participate, experience facilitation methods firsthand, and apply strategies that elevate your presence and effectiveness.  Refine your delivery, enhance engagement, and master the tools that transform training into a dynamic and impactful experience. Whether you’re looking to sharpen your techniques or empower your team, this session provides real-world applications you can implement immediately.  Key takeaways include:  hands-on activities that reinforce facilitation techniques; practical tools for confident, polished delivery; effective wrap-up strategies that leave a lasting impact; and methods for guiding learners into higher-order thinking and creativity.  Step into this experience, embrace the tools of a skilled facilitator, and walk away with techniques that enhance your training sessions with clarity, confidence, and engagement. Bring this workshop back to your Teams and up your professional facilitation game. – Speakers:  Michelle Chevalier & Beth Battani, EquiTrust

The True Building Blocks of CX.  Paradigm. Language. Mentality. Behaviors. As leaders, we often only focus on the tip of the iceberg when it comes to employee motivation. If we want to generate a different outcome in the form of consistently helpful behaviors, we must begin with how people think. Psychology, after all, is "study of the human mind and its functions, especially those affecting behavior." If you are serious about increasing loyalty...with both your employees and your customers...understanding these principles will make a tremendous difference. – Speaker:  Nate Brown, Metric Sherpa

Pathways to Success:  Putting the Agent in Control.  Frontline agents leave an organization if they don’t see any opportunities for growth.  Unless a Supervisor guides them in career progression, they get stuck in a role or take an opportunity elsewhere.  This means contact centers lose good people.  With Pathways to Success modules, you can empower your agents to take control of their career path by driving a facilitator led session or providing the workbook for a self-paced journey.  Come learn how these 6 Pathways were applied at Eargo and what the client care associates had to say at the completion of the course.  – Speaker:  Donna Drehmann, Eargo

Elevating QA with Practical AI Strategies for Every Stage.  According to McKinsey, companies that fully implement AI into their operations can boost productivity by up to 40%—and quality programs are no exception. This technological shift is redefining the role of contact centers quality teams and agent coaching programs. In this session, we’ll explore how the latest AI-powered capabilities are reshaping quality management and offer practical guidance on how to integrate them effectively. Whether you're launching a new quality initiative or optimizing a mature program, you'll learn strategies for adopting AI at any stage. Join us to unlock the full potential of your quality program through the power of AI. – Speakers:  Lauren Maschio & Nick Della Cave, NiCE

12:00-1:30 p.m. – Luncheon & Keynote

1:30-2:45 p.m. – Workshops

From Police to Partner: A Case Study in Transforming Quality Culture.  What happens when a contact center quality team shifts from scorekeepers and enforcers to trusted partners. In this case study you will hear how one organization reimagined the QA approach - moving from a policing mindset to one focused on partnership; moving the mindset for operations from defending scores to developing people.  We will talk about strategies used to build cross functional accountability, gain leadership buy – in, and create a culture where quality is everyone’s responsibility. Walk away with ideas to accelerate your own quality culture shift. – Speaker:  Allyson Diffley, Delta Dental

UI/UX, ID? NP!: Web Design for Instructional Designers.  At first glance, a job aid or elearning might not appear to have a lot in common with Amazon, YouTube, or Facebook. In fact, websites use a lot of clever tips and tricks to drive users to achieve a specific objective, and as training professionals, we can add those tools to our toolkit and drive learners to achieve specific learning objectives. Whether you create slide decks, elearnings, infographics, job aids, or are just curious about creating learning assets, this session will give you practical tips for design and layout so you can create a positive and productive learner experience, regardless of which software applications or material formats you use. – Speaker:  Kerry Polley, Western & Southern Financial Group

Stop Coaching the Wrong Stuff: Build a Performance Culture That Actually Works.  Coaching shouldn't feel like micromanagement. It should feel like momentum.  In this session, Justin Robbins breaks down why most coaching efforts underperform—and how contact center leaders can flip the script. Drawing from 20+ years of CX and ops leadership, he shares a modern coaching playbook built for today's teams.  Attendees will learn how to focus on meaningful performance signals (not just QA scores), create coaching rhythms that scale, and turn feedback conversations into culture-shaping moments.  If you're serious about improving performance, engagement, and retention—this is the session to attend.  – Speaker:  Justin Robbins, Metric Sherpa

Fostering Employee Engagement in Today’s Contact Center.  Employee engagement is critical in contact centers, as agents act as the frontline to your customers. Agents need to be brand ambassadors, remaining positive about the organization even in the face of customer issues. Contact centers that focus on increasing employee engagement are certain to reap substantial rewards.  Join us for a discussion to share your challenges and wins on how to foster employee engagement in today’s contact center environment.  – Panelists:  Nick Brodbeck, FIGS, Shelby Sharp, Self, & Nate Brown, Metric Sherpa

Reimagining QA: Kemper Insurance’s Journey with Automation and AI.  In this session, Eric Griffin, AVP of Operations & Systems Shared Solutions at Kemper Insurance, shares how his team reimagined contact center quality assurance by integrating automation and AI. Moving beyond traditional manual-based evaluations, Kemper implemented intelligent tools to streamline QA workflows, surface deeper performance insights, and enable real-time coaching that drives measurable improvements in agent performance.  What you'll learn:  how automation and AI can empower supervisors to coach more effectively and efficiently; the tangible business value a modernized quality program can deliver; and practical steps to begin integrating automation and AI into your QA strategy.  Join us for actionable insights and lessons learned from Kemper’s journey to build a future-ready quality assurance program. – Speaker:  Eric Griffin, Kemper Insurance

2:45-3:45 p.m. – Afternoon Break

3:45-5:00 p.m. – Workshops

One Voice, Many Channels: Designing Omnichannel QA Scorecards That Drive Effortless Customer Experiences.  Today’s customers expect consistency—whether they’re calling, texting, or emailing. But too often, Quality Assurance scorecards differ wildly between channels, creating gaps in service, agent confusion, and inconsistent customer experiences. In this hands-on session, discover how to align your QA scorecards across voice, email, and chat/text to reflect unified standards while honoring channel-specific nuances.  You’ll walk away with a starter framework and practical tools to: identify key metrics that matter across all channels; craft omnichannel-aligned behaviors and outcomes; support agents with clearer expectations and feedback; and use QA data to improve coaching, training, and CX strategy.  This session includes step-by-step collaboration activities and a customizable scorecard starter template to jumpstart your journey toward quality alignment. – Speaker:  Chaunte Johnson

How AI Coaching Transformed L&D From a Cost Center to a Profit Center in Less Than a Year.  This session will explore how AI-Coaching has revolutionized Learning and Development (L&D), transforming it from a traditional cost center into a high-impact profit generator within just one year. By leveraging advanced AI technologies, organizations can offer personalized, scalable coaching experiences that drive employee growth, engagement, and performance. Attendees will learn how AI-powered tools optimize L&D strategies, enhance leadership development, and deliver measurable business results. Join us to discover how embracing AI in L&D can unlock new revenue streams and accelerate organizational success. – Speaker:  Tamara Schroer, Working Solutions

Blueprint for Leadership: How to Build a Program That Lasts.  Building a leadership program can feel overwhelming—but it doesn't have to. In this session, you'll learn a practical, repeatable approach to designing leadership development from the ground up. Drawing on real experience launching programs at Becklar — including the LEADER framework as a case study—we’ll walk through key steps like defining purpose, aligning with culture, gaining buy-in, and creating meaningful learning experiences. Whether you're starting from scratch or refining an existing initiative, you'll leave with tools, insights, and inspiration to build a program that actually works. – Speaker:  Ammon Davis, Becklar

AI Optimization: Using AI to Strengthen Agent Readiness and Regulatory Compliance.  As contact centers face increasing regulatory demands, artificial intelligence can play a valuable role in improving agent readiness and consistency. This session will explore how AI-driven insights, such as those drawn from call reviews, quality scores, and learning trends, can support more focused training and compliance reinforcement. Participants will discuss ways AI can enhance real-time resource support and uncover gaps that traditional methods may overlook. We will also examine strategies for creating feedback loops between quality, training, and compliance teams to improve oversight and reduce risk. Practical approaches for integrating these insights into agent development, while maintaining trust and engagement, will be shared. – Speaker:  Penny Tootle, Red Clay

Creating a Continuous Feedback Culture. Annual performance reviews are outdated and fall short in driving continuous growth and improvement. Let’s explore utilizing quality assurance metrics to drive routine coaching and development sessions, shifting from traditional annual reviews to continuous improvement. Attendees will learn how to leverage real-time data to provide targeted feedback, foster ongoing growth, and enhance performance management processes. The session emphasizes practical approaches for creating a culture of continuous quality improvement and ensuring alignment between metrics and individual development goals. – Speaker:  Erick Sawyer, Inhabit

5:00-7:00 p.m. – Networking Reception

Wednesday, September 24

7:45-9:00 a.m. – Breakfast & Industry Roundtables

9:00-10:15 a.m. – Workshops

Workshop for Best Practices in Quality Evaluation Form Design. If you want to learn how other call centers have designed their quality forms, this session is for you!  Participants will be placed in small groups and given quality form-related topics to discuss and share what has worked best in their centers.  Next, the group as a whole will create a master list of best practices.  Some of the topics will include:  Form layout (i.e., number of attributes and categories), scoring, use of auto-fail, bonus points, and how to make quality more objective.  – Facilitator:  Deelee Freeman, Call Center Training Associates

Stop the One-and-Done: Making Continuous Learning a Business Imperative.  Every contact center says training matters—during onboarding. But what happens after week two?  Too often, ongoing development gets treated like a luxury. When performance dips or change hits, the learning function is expected to react fast, with little support and even less influence. That’s not sustainable.  In this working session, you’ll learn how to position continuous learning as a credible, measurable driver of performance and change-readiness. You’ll audit the maturity of your current training approach, identify where it lacks credibility, and begin building a plan that earns leadership buy-in and operational respect.  This session blends insight and action. You’ll walk out with the start of a defensible roadmap for embedding continuous improvement into the DNA of your contact center. – Speaker:  Justin Robbins, Metric Sherpa

Don’t Forget to Train Your Coaches!  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:  Michelle Chevalier, EquiTrust, & Chaunte Johnson

Rethinking Support: How Creative Staffing Models Power Our Quality & Training Programs.  Let’s talk staffing—because building a strong quality and training program doesn’t always mean sticking to traditional roles. In this session, we’ll share how Edward Jones uses hybrid support staff to create a flexible, scalable model that meets business needs while keeping service and learning top-notch. You’ll hear what worked, what we tweaked, and how we made it all come together. If you’re exploring new ways to structure your teams, this session is for you.  – Speakers:  Karissa Hill & Casey Wallace, Edward Jones

Predictive Emotional Insights: Taking Care of the People at the Heart of Work Experience.  Are managers and agents getting the support they need, or are they left hanging out in the cold? Attrition is a problem for everyone, and the Quality Team should have the right resources to know not only who is in danger of quitting, but also WHY! Humans are driven by emotions, and you need more than KPIs to keep your agents happy and engaged- you need emotionally-driven analytics. Our dynamic session will discuss the importance of tracking the impact of key events on your agents' emotional wellbeing, understanding why they're unhappy, and preventing attrition before it happens. You'll leave with a human-centered plan for how the Quality Team can use Empathetic Analytics to tame attrition! – Speakers:  Michelle Gaffney & Shawn McCormick, Corvoca

10:15-10:45 a.m. – Break

10:45 a.m.-12:00 p.m. – Workshops

What Does Quality and AI Mean to the Contact Center and Its Quality Analysts? Come join us to talk about what the future could look like with AI in the Quality Management space.  AI will never replace humans, but it can be a powerful partner to contact centers. When combined with quality analysts, it can be used to make the best decisions for growth and improved productivity.  As we will discuss, AI is helping to drive evolution in contact centers, so they can focus their human resources on helping their companies grow and thrive.  – Speaker:  John Watkinson, Amplix

From Classroom to Floor: Building a Post-Training Partnership That Drives Success.  The real work begins after training ends. This session explores how Training, Talent Acquisition, and Leadership can create a powerful feedback loop after each new hire class to support early performance, uncover trends, and continuously improve the employee experience. Learn how to establish an ongoing partnership that uses data insights and on-the-ground observations to identify wins, challenges, and opportunities for growth. Walk away with actionable strategies to refine future training programs and strengthen the bridge between onboarding and operational success in your contact center.  – Speaker:  Chaunte Johnson

Hiring for Keeps: How to Attract, Select, and Retain Top-Performing Agents.  You can’t coach your way out of a bad hire. And no amount of training can fix a broken recruitment process.  If you want stronger performance, better retention, and faster ramp time, it starts at the very beginning—with who you hire and how you choose them.  In this candid panel discussion, we’ll break down what’s working (and what’s not) when it comes to attracting, selecting, and retaining top-tier agents. Learn how leading organizations have built hiring strategies that improve training outcomes, reduce early turnover, and create long-term performance gains.  You'll walk away with actionable ideas to bring back to your own hiring process and a clearer understanding of why you, as a training leader, must have a seat at the decision-making table. – Speaker:  Justin Robbins, Metric Sherpa

Hints in Our Data That Point to Better Agent Performance.  When COVID hit, everything changed—including how we managed our contact centers. Suddenly, a simple but urgent question echoed across the industry: “What are our agents doing?”  In this session, we’ll explore how to use your data to uncover performance outliers and identify personalized paths to improvement for every agent. We’ll share real-world examples, practical techniques, and yes—there will be graphs. But we promise they’ll be fun, insightful, and maybe even a little surprising.  – Speaker:  Ric Kosiba, Real Numbers

Brought In Too Late: Elevating Training and Quality as Drivers of Organizational Readiness.  Training and quality professionals are often engaged after the fact once changes have been made and adoption is already at risk. This session makes the case for involving these teams earlier as critical contributors to organizational readiness. Participants will explore how early engagement allows training to build foundational competencies, quality to establish proactive feedback loops, and both to influence process maturity before implementation. We will examine practical ways to shift from reactive support to strategic enablement, helping organizations develop the habits and skill sets needed to embrace change. This session repositions training and quality as essential partners in preparing the workforce, not just supporting it.  – Speaker:  Penny Tootle, Red Clay

12:00-1:30 p.m. – Luncheon & Contact Center Jeopardy

1:30-2:45 p.m. – Workshops

Developing Your QSDD:  The Quality Standards Definitions Document. Developing a Quality Standards Definitions Document (QSDD) is a critical step after identifying the necessary call behaviors for your evaluation form. This session focuses on creating a comprehensive QSDD by defining objective, measurable standards that align with your business drivers. Participants will learn strategies for addressing complex call standards such as voice tone, empathy, call control, and how to write clear, specific definitions. The session also provides a template to help you craft meaningful descriptions of desirable and undesirable behaviors, typical scenarios, and related center goals to ensure consistency and clarity in your quality standards. – Speaker:  Deelee Freeman, Call Center Training Associates Inc.

Building a High Impact QA Team: Selecting and Developing Top Talent.  A strong quality program starts with the right people. In this session we’ll talk about how to identify core traits of effective QA specialists – and how to nurture those individuals into meaningful contributors. Approaches on building analytical, coaching, and leadership skills to grow a quality team that drives results while giving them skills to take into the future. We will talk about ongoing development, fostering engagement, and preparing your QA team for evolving roles.  – Speakers:  Allyson Diffley, Delta Dental

Selecting the Best Training Delivery Method for Your Content. In today’s contact center, we have many different types of training at our disposal:  classroom, e-learning, web seminar, role-playing, etc.  But what works best?  The answer may depend on the content, training capacity, and your audience, but come to this interactive session to hear different viewpoints and share your ideas as well.   – Panelists:  Adam Brown, Western & Southern, Beth Battani, EquiTrust

Building Excellence Together: Our Journey to a Firm-Wide Quality Program.  Curious how a large organization can create a consistent, client-focused service experience across the board? Join us as we walk through Edward Jones’ journey to building an enterprise-wide quality program. We’ll share the story behind the strategy, the bumps we hit along the way, and the real impact we’ve seen. Whether you're just starting or refining your own quality efforts, you’ll leave with ideas and inspiration to take back to your team. – Speakers:  Karissa Hill & Casey Wallace, Edward Jones

Your Real Job Isn’t CX. It’s Leading Change.  Technology is not your biggest challenge. It’s change. The rate of change for businesses has accelerated to mind-boggling levels. How do we provide both an anchor of psychological safety as well as an effective boost to break inertia and help positive change to stick? Join Justin and Nate as they share the principles and techniques that top CX leaders are using to become a master change agent and earn lasting strategic value.  – Speaker:  Nate Brown, Metric Sherpa

2:45-3:45 p.m. – Ice Cream Social with the Sponsors

3:45-5:00 p.m. – Workshops

Real Talk, Real Results: Transforming Scorecards into Growth Moments.  Great contact center performance doesn't come from metrics alone—it comes from meaningful conversations. In this session, explore how to turn quality assurance (QA) scorecards into high-impact coaching conversations that inspire agent growth, build accountability, and improve KPIs like first contact resolution, CSAT, and AHT.  You’ll learn how to: translate QA behaviors into coaching moments that matter; create development plans based on behavioral trends—not just scores; use free AI tools to uncover performance patterns and focus your coaching; and equip leaders with conversation frameworks that drive agent engagement, confidence, and results.  This session will include live demonstrations, hands-on activities, and downloadable coaching templates to help you build a culture of continuous development—from the scorecard to the coaching conversation. – Speaker:  Chaunte Johnson

From Compliance to Connection: How QA Can Drive Real Employee Engagement.  Quality professionals are in a unique position to impact employee engagement but most don’t realize the true influence they have.  This session reveals how quality processes, when used intentionally, can go far beyond performance monitoring to foster trust, motivation, and connection. Built on original dissertation research and grounded in real-world contact center leadership, you’ll explore what truly drives engagement through the lens of employee experience—not leadership assumption.   You’ll learn how to shift QA from a transactional function to a human-centered catalyst for growth. We’ll break down practical ways to make quality conversations more meaningful, build team connections without disrupting operational flow, and create a stronger sense of belonging—whether your team is in the office, remote, or hybrid.  If you’re looking for ways to boost engagement without adding new programs or headcount, this session gives you the tools to start where you already are.  – Speaker:  Nicolle Hebeisen, Sidecar Health

40/20 Ideas in 60 Minutes – Coaching, Rewards, & Recognition.  Yes, you read it correctly! 40 ideas will come from the panel and 20 ideas will come from you, the participants, instead of all 60 ideas coming from the panel. Plan to learn what others are doing and to share what you are doing.  Come prepared to share your success stories or even things you tried that didn’t work.  

The Evolution of the New-Hire Process.  You’ve wrapped up an extensive round of interviews and have recruited new agents for your contact center team.  The next phases in the career of an agent can make or break the agent experience in your contact center. Prioritizing the initial months of an agent’s tenure is crucial for ensuring high levels of employee and customer satisfaction.  “Activate” your new hires and introduce them to your company culture through your example so they can effectively navigate forward.  Come to this session to hear tips for helping your agents get the right start.  – Panelists:  Nate Brown, Metric Sherpa, & Ammon Davis, Becklar

What Matters to Our Customers?  Data doesn’t lie—but it’s often ignored. A few years ago, I had a dream job: working for a CCaaS company, helping contact center customers use their data to answer tough operational questions. We’d ask if they wanted help analyzing their business, and in return, we’d gather the questions they most wanted answered.  One of the best we heard?  “What matters to our customers?”  Closely followed by its powerful complement: “How hard are we to do business with?”  In this session, we’ll explore how contact center data can help answer these questions. We’ll also introduce a powerful metric—Active Contact Resolution—a smarter, more actionable twist on FCR that can drive meaningful improvements across your operation. – Speaker:  Ric Kosiba, Real Numbers

6:15 p.m. – Depart for Evening Event

6:30-9:30 p.m. – Evening Event at JBJ’s

Thursday, September 25

7:45-8:45 a.m. – Breakfast & Topic Roundtables

8:45-10:00 a.m. – Workshops

Call Calibration: Achieving Quality Scoring Consistency.  You can have the most advanced call recording technology, evaluation tools and a dedicated quality staff but without consistency in scoring, the integrity of your entire quality program will be compromised. Call calibration is vital to the health of your quality program, but so many find their calibration sessions frustrating and not necessarily helpful in taking consistency to the next level.   This session provides everything you need to know about setting up an effective Call Calibration Program, how to measure calibration, and most importantly how to run a successful calibration session where participants are engaged and committed to the consistent application of quality standards to call behaviors.  – Speaker:  Deelee Freeman, Call Center Training Associates

60 Ideas in 60 Minutes – Training.  This fast-paced session with a panel of vendor experts will provide you with a practice idea each minute.  This is not a sales pitch for products.   These are the vendor experts that can provide tips on how to get the most out of a WFM investment from the early planning stages, implementation, training, and ongoing use. This format will give you some last-minute tips to take home and implement immediately!  -- Panelists:  Adam Brown, Western & Southern, Casey Wallace, Edward Jones, & Beth Battani, EquiTrust

Get the Most out of Your Quality Assurance Program!  Do you find yourself coaching a call and wondering how you can make an impactful change for the agent? In this session, we will be focusing on quantifying a "good" call while defining those qualities in a deep discussion. We will discuss how strategies on how to find these qualities and showcase them for other agents. We will then take what you learned from the session and discuss a plan on how you can implement those strategies into your own quality program. – Speaker:  Stephanie Szymanski, Soaring Eagle Casino and Resort

What Organizational Structure Works Best for Training & Quality Assurance?  Come to this session to hear from the panelists about how their teams are aligned, and the pros and cons of QA and Training being together and apart from both a scoring and customer experience perspective.  – Panelists:  Ammon Davis, Becklar, & Michelle Chevalier, EquiTrust

10:00-10:15 a.m. – Break

10:15-11:30 a.m. – Workshops 

60 Ideas in 60 Minutes – Quality Assurance.  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! – Panelists:  Shelby Sharp, Self, Stephanie Szymanski, Soaring Eagle, Karissa Hill, Edward Jones, & Chaunte Johnson 

Tips & Techniques for Hiring & Retaining the Best Agents.  If you’re been searching for one single thing you can do to improve training success, staff retention, call quality, and overall performance of your staff, there is a single solution that will significantly improve all these other areas. Simply making the right hiring decisions on the front end, while ensuring you are part of the process, impacts everything in a positive way. Come to this session for a panel discussion to hear what has worked (and not worked) for some organizations.  – Panelists:  Justin Robbins, Metric Sherpa

Ask the Expert – Coaching.   This event is your chance to ask our panel of experts anything Coaching! This interactive session will answer questions submitted and chosen by conference attendees. If you have a question or an issue that has been a challenge to your team, bring your question to the panel! The audience will also get a chance to give some input. This session should be dynamic and informative, but the topics covered will be chosen by you and your peers at the event.

Creative Tips & Techniques to Make Training Fun.  We have an outline of material we need to cover in training, and only so much time to do it.  We work hard to ensure our trainees get all the information they need to do their job.  But how can we make the training fun and engaging?  Come to this session to hear from a panel that will share what worked – and didn’t work – to make training fun and interactive.  – Panelists:  Adam Brown, Western & Southern, & Beth Battani, EquiTrust

11:30 a.m.-12:00 p.m.  – Closing General Session

Become A Catalyst for Change Post-QATC.  You are undoubtedly returning home with a head full of ideas following your experience at QATC. But, will you put those ideas into action and ensure that you don’t lose the excitement that you felt at the conference? In this closing session, Justin Robbins will share how to build momentum coming out of QATC and engage your team back at the office in exploring and implementing new ideas to improve quality and training. This will be a high-energy ending to our time together that will ensure you’re set up to succeed post-QATC.  – Speaker:  Justin Robbins, Metric Sherpa

12:00 p.m. – 2025 QATC ends