Conference Agenda2018-11-07T19:24:11+00:00

The 2019 QATC Annual Conference agenda will be available in early summer 2019.  Below is the agenda from 2018 to give you an idea of the topics that we will cover.  

 

Draft Agenda
2018 QATC Annual Conference
September 17-19, 2018

Monday, September 17

8:00 a.m.-1:00 p.m. – Registration

8:30-11:30 a.m. – Pre-conference Workshops (Separate registration and fee required)

1) Quality Form and Program Design.

Pre-conference attendees will have an opportunity to have their quality form and program reviewed by an expert and come away with actionable takeaways that can be put to immediate use. The pre-conference session is a deep dive into quality program design, which is sure to enhance your overall conference experience.

We begin with a process blueprint to either analyze the effectiveness of your existing call standards or use to develop your center’s QM evaluation form from scratch. You’ll learn the essentials in every step of the process of quality form design and program implementation: call flow mapping, skill grouping, behavior-based standards, section weighting, scoring, definitions document, form validation, roll-out, and more!

Pre-conference participants receive a Quality Form and Program Design Workbook that includes a step-by-step quality process and implementation guide, best practices, and activities to take back and share with their center’s quality team.

Workshop Facilitator:  Deelee Freeman, Call Center Training Associates

OR

2) Let's Get Engaged!!!! Developing Your New Hire Training Program to Maximize Learning and Engagement.

So you've hired the newbies that are going to set the world on fire with their skills and talents.  How do we ensure that our training gives them the best learning experience and keeps them engaged and motivated going forward into the center?  This workshop looks at the essential components of a "Best in Class" training program that will keep our new folks energized, engaged, and learning after the handover to Operations and their next journey.  We'll delve into topics like: Training Competencies, Agendas, Feedback Mechanisms, The "Power of One," and Return on Investment.  Participants will come away with an actionable framework for building or re-tooling their training programs so they maximize the experience and enhance the outcomes.

This workshop is recommended for Training Supervisors, Managers, and Directors of Contact Center Operations.

Workshop Facilitator:  Todd Gladden, PlanMen

OR

3) Presenting Your Analytical Findings for More Impact.

We all read reports where we have to work – maybe work hard – to understand the message in the data and how it may affect some decisions.  Cluttered data tables.  Unclear charts.  Duplication of information.  Textual descriptions not aligned with the tables or charts.  Too much detail without a clearly articulated summary.

In this workshop, we’ll look at common mistakes that people make in generating data tables, charts, and reports, and we’ll show simple steps to improve these report elements to make the message more clear, concise, and forceful.

Registration includes a one-hour session with Dr. Van Bennekom after the conference to review some analysis you’re doing.

Workshop Facilitator: Fred Van Bennekom, Great Brook Consulting

9:30-10:30 a.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. – Facilitators: Penny Tootle, Utilligent, Pam Bode, BC BS of Michigan, & Barb Bleiler, WPS Health Solutions

10:30-11:30 a.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. Facilitators: Debbie Short, Cokebury, Barb Bleiler, WPS Health Solutions, & Chaunte Johnson, Cox Automotive Group

Lunch on your own

1:00-2:15 p.m. – Welcome & Keynote Address

The Power of Connection. One of the traits of a great leader is the ability to make impactful connections with others. Whether it's creating better connections with their teams, driving deeper connections with their customers, or building connections with peers across their industry, great leaders are great connectors. Experience "a moment of shared affinity" in this high-energy keynote as customer experience expert Justin Robbins reveals the seven secrets to making lasting connections and growing in your ability to influence and inspire others. -- Speaker: Justin Robbins

2:30-3:45 p.m. – Workshops

Seven Most Common Mistakes Made in Quality Monitoring. Are you finding your current quality monitoring program is not making a significant impact on your agents and call center?  If you are like many call centers, quality scores are high but customer satisfaction is not.  Or perhaps your concern is that frontline agents see quality as punitive so they resist feedback provided by quality coaches and, as a result, their performance is not improving because of your efforts in quality monitoring.  In this session, we will examine the top seven most common mistakes made in quality and help you identify what needs re-working with your own quality program.  – Speaker:  Deelee FreemanCall Center Training Associates

How Using Instructional Design Helps to Make Your Programs Successful. In the classroom or online learning, it is important to consider that instructional design side of the presentation.  Join this session to understand the importance behind the design and development design model and how it allows you to develop creative eLearning presentations.  This session will cover the process and the different ways to accomplish design success. – Speaker: Fred Volkman, WPS Health Solutions

Trust Destructors: The Top 5 Ways to Ruin Engagement with Your Coaching Practices. One of the greatest ways we build trust with employees is through review and discussion of their work performance.  Our fairness, honesty, courage, and advocacy during coaching contributes to our credibility, which affects employees' engagement, performance, and retention.  It's hard to be direct and courageous when it comes to discussing peoples' work behaviors though, and there are several ways we can fail at it miserably!  Come to this session to learn what not to do to ensure employee engagement. – Speaker: Melissa Pollock, AmplifAI Solutions, Inc.

Agent Experience – Evolving Your Quality Program to Meet Agent and Organizational Needs. In today’s world, the main focus of a company has shifted to the experience offered to not only their customers but their employees as well. In this session, we will discuss how US Bancorp, a leader in its industry, shifted its QA program to deliver an optimal customer experience in all facets of the interaction. Furthermore, you’ll hear how their customer experience team moved from traditional call review to providing agents with the needed support to succeed. – Speakers: Nick Stenberg & Cody Kayser, US Bancorp Fund Services

Driving Highly Effective QA Processes through Calibration, Analytics, and Coaching.  QA processes are very consistent across any business and typically include the use of recordings, dynamic forms, and saved and shared searching techniques.  Join this session to learn how you can take your QA processes to a different level by introducing calibration, quality analytics, and strong coaching practices into your business.  – Speaker: Chrissy Cowell, Director of Product Management, Aspect

3:45-4:15 p.m. – Afternoon Break

4:15-5:30 p.m. – Workshops

What Works Best: Quality Evaluation Form Design Discussion Forum. 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. – Moderator: Deelee Freeman

Training Across Generations and Learning Styles. As the workforce becomes more diverse in age, the need to have more individualized training is growing. Each generation brings its own strengths and opportunities to the table, as well as learning styles. This is even more challenging to manage when instructor resources are low.   This session will teach you how to identify and modify learning for each student to meet his or her needs without sacrificing class time. You will also gain "ready to use" tips and tricks to take back to your team. – Speakers: Brooke Hammer & Kristen Pontious, ISN

Huddle up! Building a Coaching Culture in Your Organization. Coaching is a buzzword in many organizations. However it should be more than a buzzword – it should be a way of life. For true coaching to be a central theme in your organization it must begin at the top, and work its way down.  In this session, we will discuss how to encourage an organizational paradigm centered on coaching. Bosses tell, Leaders go with you – learn how to go with your team, without walking the road for them. – Speakers: Todd Gladden, PlanMen, & Marshall Lee, Firstsource Solutions

Do Better Work. Change at work is happening at a breakneck pace. Working and training are no longer discrete events — they happen simultaneously. Max will share an analysis of how more than a million employees learn, practice, and perform at work, alongside interviews from customer support and experience leaders at companies like Amazon, Paypal, Hubspot, GE and LinkedIn. It’s time to reimagine team training — and do better work — together. Take-a-ways include how to achieve goals by using uncomfortable situations, why high-fidelity learning is destroying productivity, how to use learning to cut your onboarding time by 50%, and why agents experience a 38% higher NPS score when learning is involved. – Speaker: Max Yoder, Lessonly

Completing the QA Feedback Loop – Migrating from Manual to Automated Performance Scorecard Systems. While there is compelling, clear-cut evidence that automated speech analytics can drive dramatic improvements to the QA process and agent performance, how the technology works and applies to the Quality Assurance process remains a mystery to many. This vendor agnostic presentation will “demystify” how the technology works and present the case studies of two organizations who successfully converted from manual agent scoring to analytics-powered automated scorecards and profile the results they achieved by doing so. – Speaker: Brian LaRoche, CallMiner

5:30-7:30 p.m. – Networking Reception

Tuesday, September 18

7:45-9:15 a.m. – Breakfast & Roundtables

8:00-9:00 a.m. – Behind Closed Doors with the Sponsors. Want some time to hear from your software vendor? Some of the QATC Sponsors will be holding group customer sessions to provide the latest information about upgrades, new releases, and new products. Meet other users in this group session led by your vendor.

9:15-10:30 a.m. – Workshops

Building a Team of Quality Ninjas. If you think your customers' loyalty is up for grabs, competition for great customer service assets is just as fierce. And, as fast as contact channels and the technologies to better monitor and collect customer feedback evolve, our quality reviewers and analysts need to build their technical and analytical skills to keep up with the ever-increasing demands of the role. Designing a skill building program strategy for your associates is just as critical as having an innovations strategy for your Quality and Performance Management Program. This session will identify key areas of job performance where ever increasing skills are required and lay out a process for designing an effective program for training your staff to meet the challenges ahead while boosting job satisfaction and staff retention. – Speaker: Kendra King, Sears Holdings

From Blank Stares to Hands in the Air: Engaging Your Employees Through Training. “Is this thing on?” Do you struggle getting actively engaged employees? Let us help you with that. Join us for an informative and interactive session where you’ll hear new ideas, and develop some of your own, on ways to build and retain a workforce that’s excited to come to work each day. We’ll discuss simple and deliberate steps to transform your staff from indifference to wholehearted participation in their own careers, and hear your ideas from your experience as well. Engaged learning…an offer they can’t refuse! – Speakers: Alexander Sosa & Taylor Armstrong, Sentry Insurance

Your Coaches Need Coaching, Too! 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: Todd Gladden, PlanMen, & Debbie Short, Cokesbury

Proven Strategies for Handling Difficult Callers. Dealing with an angry caller is never an easy task. Unfortunately, our agents have to do it every day. While the stress and anxiety of handling these situations fade as reps learn the ropes, the importance of handling difficult customers well never fades.  Attend this session to get some great tips to help your team turn these calls around.  – Panelists:  Pam Bode, BC BS of Michigan, Craig Brasington, Deloitte,  & Justin Robbins

The Employee Journey: Humanizing Technology to Drive Employee Engagement. With 62% of employees being disengaged while accounting for up to 72% of contact center costs, employee engagement has never been more important.  Is your organization only looking at your customer journey and their relationship with you?  How much focus do you place on your employees’ journey at your company?  How carefully do you monitor your employee journey from recruitment, onboarding, continual training, coaching and planning?  How do you personalize it for every employee?  Are you taking advantage of the technologies that exist and how will these change your business in the future? We will provide tips on how you can engage your employees in the changing contact center. – Speakers: Debbie May & Brian Thomson, Genesys

10:30-10:45 a.m. – Break

10:45 a.m.-12:00 p.m. – Workshops

The Evolution of Quality at Edward Jones.  During this case study, learn how Edward Jones was able to evolve their quality program processes to meet the needs of their large contact center.  Discover their program's "Leader Coaching Toolkit" as well as their "Suite of Services," which discusses the variety of ways they are making an impact with their organization's service delivery.  Come hear about the obstacles they have faced in continuous improvement of their Quality Enrichment program and real methods for overcoming them to help benefit your organization. – Speaker: Carol Muegge, Edward Jones

Daring to be Different - Focusing on People in a World Full of Metrics. Come to this session to learn how ProAssurance Companies created an unconventional Quality program from the ground up for their small service center. The team obtained buy-in and engagement by building the program around the agents’ needs and used their ideas to create positive change in processes while demonstrating how meaningful their roles are to the customer experience.  Without scoring or focusing on average handle time or scripting, they have still been able to measure what the organization thinks is most important to success. The result is a quality program that is embraced as a tool for advocacy and a dedicated investment in the agents and their careers. – Speaker: Shelly Garyet, ProAssurance Companies

Moving to an Enterprise Training Team Approach. Enterprise or Team? It is an important decision when considering if you should have individual training teams or an enterprise (centralized) training group for the needs of your business.   This session will provide you with the insight of the process used at WPS Health Solutions to improve Operational Training across the organization, the pros and cons of the approach, and the lessons learned in this process. – Speakers: Paul Kern & Christy Beatty, WPS Health Solutions

Transitioning a Transactional QA Workforce into a Strategic Workforce. Technology is changing the Quality Assurance function, but not replacing the job.  Hear more about the pathway for reskilling employees including: taking the existing workforce and positioning your team to support automated oversight, sourcing the right talent to align to the most value added work, leveraging agile methodology as a new way of working, and meeting employees “where they are” by building an extensive home based program.  As the QA work evolves to enable the current environment, walk away with practical tips to build a team to shift into the future and deliver modernized capabilities for your organization. – Speaker: Erick Sawyer, USAA

Performance Evaluating—The Magic Wand!   As quality managers, we know that keeping employees engaged and happy is good for our business, reducing attrition and improving our customers’ interactions. But we can struggle using one of the most effective tools we have to keep our employees engaged—performance management. In this session you’ll be able to identify tactics—from what’s on the form to how you coach—to improve agent quality, learn best practices in developing agent skills, and understand how technologies can help you focus on the agent skill gaps that are most critical to close. – Speakers: Kendra King, Sears Holdings, & Siobhan Miller, Verint

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

1:30-2:45 p.m. – Workshops

Customer Experience – The Black Hole for Training and Quality.   You can’t escape the topic in any conversation from the board room to front line employee: How do you create an integrated plan/model for developing and measuring experience delivery?   Delivering an exceptional customer experience is what every company wants and most struggle to deliver consistently.   What exactly makes a wonderful experience and how can Training and QA be strategic partners for supporting this strategy? What are the behaviors that lead to reduced customer effort and how can Training in partnership with Quality have an impact and be viewed as a strategic enabler? In this session, explore methods to link Training and Quality efforts to actual experiential survey measures. Discuss and discover how all three can be integrated to produce results and inform future practices. – Speaker: Karen Parris, KP Consulting

Relational Leadership – Employee Engagement means Employee Retention. If you want to re-energize your love for all-things contact centers – and the people that make them successful – then this is the session for you! A successful contact center has a “buzz” that you can feel!  This buzz says that management has created a culture that revolves around building relationships – with employees and with customers. Join Bob for this interactive session, as he invites the audience to take home concepts that will impact the daily work in your contact center.  In this session you will learn how to create a center with the “culture buzz,” create a culture where employees feel valued and involved, be a better coach using a proven method, think about work/life balance in an industry that wants more, and learn the importance of “Leading with your Heart!” – Speaker: Bob Furniss, Bluewolf, an IBM Company

There Are Two Sides To Every Story: Who Does the Coaching? You’ve put a great quality monitoring program in place. Your whole quality team has agreed on the right quality standards for your business, and you have a good idea of which frontline agents need some coaching. The question now is: who should do the coaching? Your floor supervisors who are closest to the agents but whose time is at a premium? Or the quality analysts who live and breathe the quality standards, but may not command the same respect that the agents hold for their immediate managers? There are definite pros and cons for both. In this session, hear how the coaching process works from both perspectives, and decide on the best option for your center! Panelists: Becky Baker, BCD Travel, Penny Tootle, Utilligent, & Katia Goodhart, KG Consulting

Take Your Quality Program to Infinity and Beyond. Join us in an interactive session to understand the current state of your quality program and how to take it to the next level. We will discuss ways of adapting quality to meet the ever-changing needs of the contact center. Also, learn about how quality management technology can be a strategic part of your business both now and in the future. – Speakers: Kim Steele & Lauren Maschio, NICE Systems

Innovating QA Using Speech Analytics. The success of using Speech Analytics, or any QM system, relies on ensuring that what is measured is really going to improve Customer Engagement and that the feedback provided changes Agent behavior.  In this session we investigate how we can develop an approach to ensure success. – Speaker: Stephanie Taylor, BPA Quality

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

3:45-5:00 p.m. – Workshops

Don't Panic - You CAN Create a Quality Assurance (QA) Program in One Week! When you are creating a QA program, there are many facets that can be distracting when you need to implement quickly. Many also believe that the program needs to be perfect from the start and can get lost in analysis paralysis. However, with a just a few foundational aspects, you can quickly launch a program from the ground up. Hear how Postmates took a directive from an Executive of "We need a QA program," and created their successful POST program in one week.  Learn how they built their POSTcard (scorecard), launched to the agents, expanded to all lines of business, and continue to create tools that agents can access in real time to improve their scores.  – Speaker: Donna Drehmann, Postmates

Sharpen Your Saw: Training and Evaluating Your Trainers. Many trainers are selected because of their company and job-specific knowledge. They are the experts in their field/job role, but do they know how to develop training content and deliver it an effective way? Come to this session to learn how to teach your trainers about appropriate delivery methods for their audience, structuring the training process, and evaluate trainers with a two-way review process. – Speakers: Brooke Hammer & Kristen Pontious, ISN

One to the “You” Power.  The equation is simply expressed 1you – that is all it takes to move your organization forward by leaps and bounds. That is all it takes to save a life. That is all it takes to inspire a movement.  That is all it takes to achieve impossible goals, overcome incredible challenges, and motivate exceptionalism.  Your potential is limitless when you take the time to think of all that you have already accomplished.  1you is all we need!   -- Speaker: Penny Tootle, Utilligent

Driving CX Through Quality Management. Quality Management can often feel like it’s done in a vacuum. It is hard to ensure that your quality program is connected into the larger vision and helping to drive positive Customer Experiences. Hear how UL redesigned their quality management program, and how they were able to tie it to meaningful training outcomes as well as a Customer Experience program. – Speaker: Nate Brown, UL

10 Keys to Effective Customer Feedback Measurement. Improving the customer experience requires that we understand those experiences to find the shortcomings to correct and the strong points to continue. Surveys and other listening tools provide that feedback. But for that feedback to be truly actionable, we must ensure that we have an accurate, valid picture of how customers feel. Otherwise, the information could lead to incorrect decisions. This presentation will examine 10 critical features that will support a credible customer feedback effort, including some mistakes that we might inadvertently make. In particular, we’ll look at key aspects of feedback surveys that are needed for valid findings from question design to respondent selection to survey administration practices. – Speaker: Fred Van Bennekom, Great Brook Consulting

6:15 p.m. – Depart for Evening Event

6:30-9:30 p.m. – Evening Event

Wednesday, September 19

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

8:45-10:00 a.m. – Workshops

Stepping Up, Stepping Forward, Stepping Together. The role of quality is more than just providing feedback or a quality score on a phone call, piece of work, or process.   Join this session to walk through some scenarios on how quality can work with the affiliated business units in partnership, relationships, and change management.  Find out how you can use your results to identify process improvements, waste, defects, and successes. – Speaker: Barb Bleiler, WPS Health Solutions

What Type of Training Works Best? 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 be “It depends on the topic,” but come to this interactive session to hear different viewpoints and share your ideas as well.

Design for Customer Experience – Leveraging the Important Strategic Role for Customer Service. The past decade has seen a huge focus on improving the customers’ experience with a company, including the service experience with a company’s contact center. That focus has been highly transactional: examining current processes that involve the customer to improve the customer experience. However, the contact center can play a critical role in improving the customer’s experience with all aspects of a company’s value chain.   This session will present a product life cycle framework for examining Design for Customer Experience using company and product examples. This framework is one that customer service can use to structure its internal feedback to product management. We’ll present metrics to measure the impact of the feedback along with common stumbling blocks that customer service groups face in getting an audience within product management, with suggestions on how to overcome them. – Speaker: Fred Van Bennekom, Great Brook Consulting

Managing Change Before Change Manages You. Many of today's contact centers offer a crash course in change management that often leads to more crashing than driving positive change. But, as technologies and service channels evolve, and the role of the customer experience heightens in importance, it's critical for contact center leaders to have the tools, knowledge, and resources to manage change effectively. In this panel, you'll hear from leaders who've led a variety of change initiatives and have led their team to positive results. – Panelists: Penny Tootle, Utilligent, Erick Sawyer, USAA, Pam Bode, BC BS of Michigan, & Chaunte Johnson, Cox Automotive Group

Create Engaging eLearning Using Articulate Storyline. When you want to create eLearning to help your learners in the best way possible, you may often find yourself limited by the tools you use, or a lack of understanding of the tool’s features. The result? eLearning that is less than stellar, bores the learner, and results in few productivity gains.  In this session, we will discuss how easy it is to turn a “blah” lesson into a really interesting experience for the learner, ensuring better learning results. – Speaker: Fred Volkman, WPS Health Solutions

10:00-10:15 a.m. – Break

10:15-11:30 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 FreemanCall Center Training Associates

Deploying Company-Wide Training: Implementing Big Changes. Big projects and updates take place every day in the average company. It's vital to the customer experience that all employees are educated on the changes, understand the channels for communicating customer feedback, and know the "back-up" plan if something goes wrong. We'll share how to identify, create, and deploy company-wide training that is scale-able to any company size without disrupting day-to-day business operations. – Speakers: Brooke Hammer & Kristen Pontious, ISN

40/20 Ideas in 60 Minutes – Coaching, Rewards, and 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.   Panelists: Debbie Short, Cokesbury, Roni Roberts, Zappos,  Justin Robbins, & Barb Bleiler, WPS Health Solutions

Extending Quality Programs to Written Channels. Applying the exact same processes as a traditional contact center may not be the correct way to drive value and quality from written channels. This panel session will have speakers from different organizations share best practices in monitoring and evaluating customer interactions across e-mail, chat, and social media contacts.   We will highlight the most effective ways to monitor and evaluate written interactions, and will answer questions from attendees.  – Panelists: Chaunte Johnson, Cox Automotive Group, Hope Gay, Sentry Insurance, & Craig Brasington, Deloitte

Top 10 Benefits of Speech and Text Analytics.  The old manual process of quality assurance in contact centers is labor intensive, often subjective, and only samples a small percentage of the total number of customer calls. Thanks to advancements in analytics technology, there are now much more automated methods for quality assurance in all channels of customer interaction. You’ll hear insights on how to streamline your QM process, the benefits of modern speech and text analytics, real-world case studies demonstrating what’s possible, and much more!  Speakers: Chrissy Cowell, Aspect, & Brian LaRoche, CallMiner

11:30 a.m.-12:30 p.m. – Luncheon

12:30-1:45 p.m. – Workshops

60 Ideas in 60 Minutes – Topic: Quality Assurance. This fast-paced session will have you writing furiously as you try to capture an idea a minute on paper! This format will give you some great tips to take home and implement in your QA program immediately – if you can catch them all!

The End is the Beginning. Sustainment begins when training ends. Sustainment or maintenance is critical to the success of a training because each tier of learning builds upon the last. Professionals need to be able to apply their skills to meet goals and expectations. Sustainment is increasingly important to leaders because it drives return on investment (ROI). The strongest skills are of no value unless they are implemented in front of the customer. For this reason, it’s important that skill development continues after training ends. Join Gail Repass as she shares the first step in the sustainment process. – Speaker: Gail Repass, Cokesbury

Whose Class is it Anyway? Improv for Trainers. This popular session is back by demand, but is always unique, because improv is never the same – just like training. This session is designed to help you learn to break free of your rut and script and be more free in your presentation. Come prepared to participate, move, laugh, and learn about learning! This session is geared for trainers but may apply to coaches as well. This will benefit anyone who has to get up and present in front of people on demand. – Speaker: Marshall Lee, Firstsource Solutions

Uncovering the Gold with Speech Analytics. A speech analytics tool is not going to just hand you a WIN, you are going to have to proactively use keyword searches and filters to uncover the gold!  This session will be a collaborative discussion with a panel of individuals who currently use a speech analytics tool. We want the attendees to participate and share their insights as well. Whether you already have this technology, are actively looking to purchase it, or are just curious, please join us to discuss the many uses of speech analytics, as well as our successes and challenges. Come ready to share!  Panelists: Craig Brasington, Deloitte, & Barb Bleiler, WPS Health Solutions, & Aishwarya Vorha, Firstsource Solutions

Taking Your Quality Monitoring and Coaching to the Next Level. We all want to move our programs to the next level. Come to this session to hear how Autotrader and KBB designed a quality monitoring and coaching program that boosts quality, drives performance improvement, and increases customer satisfaction scores.  You will learn how to create a quality strategy that meets the needs of your business, your customers, and your employees, to set clear expectations into targeted individual performance standards, and to deliver key components of an effective quality monitoring program. You will also hear techniques to use calibration to build consensus and support from all levels of the organization, methods to expand your coaching competence and effectiveness, and tips for leverage monitoring data throughout the organization. – Speaker: Chaunte Johnson, Cox Automotive Media

1:45-2:15 p.m. – Afternoon Break

2:15-3:30 p.m. – Workshops

Defining the Most Challenging Quality Standards: Tone, Empathy, Professionalism, and Ownership.   How many times have you listened to a call where the agent did everything right but they sounded all wrong? Part of the problem is, while we may have soft skills included on our quality forms, we do not have clear and objective behavior-based definitions that explain how to communicate to the customer. In this session, join in the discussion of how to define some of the more challenging soft skills in a Quality Standard Definitions Documents (QSDD). – Speaker: Deelee Freeman, Call Center Training Associates

60 Ideas in 60 Minutes – Topic: Training. This fast-paced session will have you writing furiously as you try to capture an idea a minute on paper! This format will give you some great tips to take home and implement immediately in your training program – if you can catch them all!

Creating Efficiencies and Maximizing Resources within the Training Department. Ever feel like you are personally doing the work of an entire team? Short on trainer resources but the hiring of new employees isn’t slowing down? We will be sharing our experiences and collaborating on methods for utilizing non-training team personnel, streamlining tips and tricks, increasing independent learning, and gaining management support on investing in the Training department. – Speakers: Brooke Hammer & Kristen Pontious, ISN

How Should Training & Quality Assurance Be Aligned in an Organization? The Training and Quality Assurance groups work together hand-in-hand – trainers must be preparing agents to take calls and fulfill the mission of the organization, and QA is ensuring that the agents are doing the job. There should be continuous dialogue and strong bonds between these two groups. But what organizational structure works best? Hear from the panelists 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: Pam Bode, BC BS of Michigan, Madison Barlow, AVA Enterprises, & Chaunte Johnson, Cox Automotive Group

The Super Power of Speech Analytics. Speech Analytics is one of the most powerful technologies available that quantifies the Voice of the Customer in ways that customer satisfaction surveys cannot. Explore the awesome potential of this technology with someone who has designed and implemented it at two major corporations from the ground up. Learn how to design an effective Speech Analytics program on a budget, create buy-in from stakeholders, promote the technology and develop a loyal fan base, and prove ROI. – Speaker: Kendra King, Sears Holdings

3:30-4:00 p.m. – Closing General Session

4:00 p.m. – 2018 QATC ends