Agenda
QATC Annual Conference
September 19-21, 2022
Monday, September 19
10:00 a.m.-1:00 p.m. – Registration
10:00-11:00 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.
11:00 a.m.-12:00 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.
12:00 p.m. – Lunch on your own
1:00-2:15 p.m. – Welcome & Keynote Address
2:30-3:45 p.m. – Workshops
Five Most Common Mistakes Made in Quality Monitoring: Technology to Process to People. 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 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 Freeman, Call Center Training Associates
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, Ttec
The Fight Against Friction: Bringing Harmony To The Workplace. A big part of Customer Experience work is the daily battle against friction. Voice of customer identifies the main causes of friction. Experience design brings intelligent ways to eliminate that friction. Experience management unites the organization together to prevent future friction. As we succeed in stabilizing this foundation, words like engagement, innovation, and loyalty suddenly have room to exist. As training and / or quality professionals, how can we best assist in this battle? It's time to awaken our under-cover Friction Fighters. These are people scattered throughout the organization with the superpower of thinking beyond themselves. These are legacy builders who can look past the here and now. They have the same dream as us of making tomorrow a little bit better…turning the tide of negativity and restoring hope. What they need from you is guidance on how. This session will provide suggestions on how to best identify and eliminate organizational friction. Nate will introduce "The Code of the Friction Fighter" as well as providing several best practices to align the organization on improving the lives of customers and employees alike. – Speaker: Nate Brown, Arise
Are Your Agents Weak Writers? Coaching Can Help Them Improve (For Real). Your contact center needs agents who can write excellent email, chat, and social media responses to customers. But many of your agents started their careers talking to customers on the phone. Some of them have surprisingly weak writing skills. Your managers and QA leads want to help agents develop these skills, but they’re not English teachers! And your weakest writers seem immune to your coaching efforts. In this session, you'll learn writing-skills-specific coaching strategies that work. You'll learn to diagnose agents' writing problems and conduct brief, frequent coaching sessions that show results. While some agents may never develop effortless or eloquent writing skills, effective coaching can help most people become competent writers on the job. – Speaker: Leslie O’Flahavan, E-Write
A Panel Discussion on the Migration to Work-From-Home. The past two years have brought many challenges, but the effect on quality assurance and training in the contact center has been a unique one. In our panel, we will discuss variances in migration processes and procedures factors such as performance metrics, attrition rates, schedules flexibility, and hiring and training processes. Pros and cons of at-home vs in-office logistics will be examined as well as various recommendations and conclusions from the panel members. – Panelists: Beth Battani, EquiTrust, Gerry Barber, Contact Management Solutions, & Katia Goodhart, KG Consulting
3:45-4:15 p.m. – Afternoon Break
4:15-5:30 p.m. – Workshops
Building Meaningful Quality Programs. Has your quality program become a series of perfunctory tasks and numbers that scarcely affect behavioral changes? Is your program more concerned with a scored outcome than seeing employees develop into the best versions of themselves? Have you changed the program so many times that your team has developed unflattering pseudonyms that supersede the program intent? Well, let’s take a moment to focus on your organizational structure and develop meaningful programs that target the most-relevant impact with the capacity to grow into the more robust design you eventually hope to achieve. Come ready to roll up your sleeves and get to work! – Speaker: Penny Tootle, Utilligent
The Holy Trinity of Support. There are three critical elements fundamental to support success - Training, Knowledge, and Quality. As part of a multi-year initiative, these were the foundational aspects upon which a massive transformation was built. The result was the metamorphosis of a purely transactional support desk into a squad of customer-centric experience-driven support ninjas. Join Doug Rabold for this examination of how these three key aspects of support can take a support team from acceptable to exceptional. – Speaker: Doug Rabold, Bold Ray Consulting
Building Visually Appealing Training Modules. An attractive presentation with well-chosen visuals captures your trainees attention and promotes retention of learning materials. In this session, we'll cover presentation design fundamentals such as selecting fonts, colors, and images as well as building compelling slide layouts. We'll explore free online resources for high quality images, videos, audio, and icons that you can use to enhance your presentations. – Speaker: Lyndsey Myers, Realtor.com
5 Limitations of Traditional Quality Programs Putting Your Company—and Customers—at Risk. Are your contact centers delivering positive experiences for your customers and employees? Have you modified your quality management program recently to accommodate for the shift to “work from anywhere” and the explosion of digital channels? How confident are you in your agents’ adherence to compliance regulations? In this session, we will identify the potential pitfalls in traditional quality programs and learn how to avoid them. – Speaker: Kelly Koelliker, Verint
Quality Agents: Getting Buy-In and Building Better Agents. Quality Assurance can be a scary word for agents. Let’s talk about ways to gain agent buy in on the quality assurance process and some tips and tricks to develop effective and productive agents. Quality agents = quality customer experience = quality in the bottom line. – Speaker: Heather Turbeville, Authority Software
5:30-7:30 p.m. – Networking Reception
Tuesday, September 20
8:00-9:15 a.m. – Breakfast
9:15-10:30 a.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 – Facilitators: Katia Goodhart, KG Consulting, Debbie Short, Lessonly, & Hope Gay, Sentry Insurance
We’re Working from Home – Now What? Most, if not all, of us had to figure out working from home in 2020. We’ve done it for over a year now, but it still doesn’t feel like we’re nailing this. Tech outage policies, maintaining company culture, and how to keep employees engaged are just some of the topics that have to be considered to create a long-term successful work from home environment. Come hear from a panel that’s given some thought as to what we do now. – Panelists: Beth Battani, EquiTrust, Lyndsey Myers, Realtor.com, & Nate Brown, Arise
The Art & Science of Designing a Survey Instrument. Creating a survey instrument or questionnaire seems like a simple task. After all, it’s just a bunch of questions strung together. Not exactly. A well-designed survey instrument has several components, and crafting the individual questions is just that: a craft. There is some art and some science to the design of a survey instrument. A poorly design instrument may lead to the collection of bad data – and bad business decisions. In this presentation we will outline the process of creating a survey instrument, including how to identify the issues to be addressed in the survey. From there we will move to the design of an instrument, covering the criteria to consider when crafting questions, many common errors or biases to avoid. Finally, the presentation will outline different question formats that can be used, such as open-ended, multiple choice, ranking, and scaled questions, and considerations in using those question formats. – Speaker: Fred Van Bennekom, Great Brook Consulting
Transform Your Quality Program by Working Smarter, Not Harder. Are you prepared to advance your quality program to better align with organizational goals? It may seem like a daunting task, but with the right maturity model and plan, you can evolve your quality program into a leading data-driven, automated quality practice. This interactive session will provide you with the tools to reach your goals at your own pace. You will learn how to document your plans, overcome roadblocks and employ best practice strategies from your peers. – Speakers: Lauren Maschio & Jaime Standridge, NICE
Predictable Success: How to Establish Metrics That (Really) Matter. Did you ever sit back and realize that most of what you measure in your contact center is after the fact? Quality assurance evaluations on day-old customer interactions, dashboards showing averages from the past hour, and survey results from completed contacts. If you're like many contact centers, you're in a routine of reactive management. Something happens and you respond to it. It's better than nothing, but is it what's best for your business? Probably not. In this session, we'll explore a better way for approaching how to define and measure contact center success. Discover ways to clarify what's most important to your contact center, how to define the metrics and indicators that better predict success, and ideas to engage and motivate employees in driving sustainable results. If you're tired of measuring the same things and expecting different results - this session is for you! – Speaker: Justin Robbins, UJET
10:30-10:45 a.m. – Break
10:45 a.m.-12:00 p.m. – Workshops
Who Does the Coaching? Coaching is the quintessential skill builder in any quality-conscious service delivery program. The question customer service leaders continue to wrestle with is where does this role really belong? Our time together will explore some excellent examples of successful team structures that offer a variety of creative and common coaching structures. This session will also share lessons learned to avoid the pitfalls of “we’ve always done it this way.” – Panelists: Michelle Chevalier, EquiTrust, Penny Tootle, Utilligent, & Katia Goodhart, KG Consulting
QA beyond Language Barriers. In this session, we will talk about taking your QA process to the next level by learning how to appropriately grow and scale your program into other languages. If you staff Spanish-speaking reps, for example, but don't know where to start with QA for their Spanish calls, this presentation is for you. From vetting language proficiency to customizing scorecards for calls that occur in languages other than English, attendees will start forming a foundation of knowledge to build into their own QA practices. – Speaker: Sarah Stockler-Rex, MARTTI
The Wheel of CX. Looking for a fresh perspective on age-old CX challenges? Justin and Nate are ready to deliver just that. We've designed "The Wheel of CX" with all the hot topics...everything from "Can't We Get Rid of NPS Already!" to "The Role of Customer Success in CX" to "My CEO is not Customer Centric" and dozens more. Once the wheel has selected a topic, Justin and Nate will have two minutes to offer up their most helpful advice. This conversation is guaranteed to be dynamic, fun, and helpful. Join us and we find out together what the Wheel of CX will bring! Wheel Topics to Include (But Are Not Limited To): Should CX "own" EX?; What role does training play in CX?; Is customer / employee "entitlement" on the rise?; How are "brand ambassadors" created? And many more! – Moderator: Penny Reynolds – Speakers: Nate Brown, Arise, & Justin Robbins, UJET
Stop Wasting Time with Random QA. The traditional method of finding calls for QA is as outdated as landlines and dial-up internet. Searching for a call to listen to is so 2007, so how can organizations spend less time searching and more time coaching? New methods of analyzing, tagging, and dissecting calls are presenting themselves every year, so spend some time with us talking about how we can make better decisions by targeting specific parts of calls using speech analytics. – Speaker: Dave Hoekstra, Calabrio
From CSW and Beyond! Do your associates love the excitement of Customer Service Week? Let’s keep that momentum going with exciting recognition and motivation ideas to use throughout the year! From in-office to work-from-home, these ideas can be tailored to fit any work environment. Be sure to bring an idea or two to share with your QATC community! – Speaker: Danielle Keith, Essendant
12:00-1:30 p.m. – Luncheon & Contact Center Jeopardy
1:30-2:45 p.m. – Workshops
Foundations in Quality Assurance. Are you a new contact center leader? New to quality assurance? Or, maybe, just looking for new ideas to improve the impact of your QA program? This is the session for you! Join Justin Robbins for an exploration of the key components of a successful QA program including how to establish the right form criteria, pros and cons of different scoring methodologies, calibration best practices, and tips for ensuring a strong connection between QA, training, and coaching. – Speaker: Justin Robbins, UJET
Empowering Virtual Facilitation - A WPS Journey. Explore the journey of how the Operational Training team at WPS Health Solutions developed an Onboarding and Readiness Program that empowers trainers to take their facilitation to the next level in the virtual classroom. -- Speakers: Christy Beatty & Michelle Brenholt, WPS Health Solutions
How to Screen Agents for Writing Skills Before You Hire or Promote Them. A car buyer's worst nightmare is ending up with a lemon, and a contact center manager's nightmare is hiring or promoting agents to a written customer service channel (email, chat, social media) only to discover that they're not good writers. Learn how to avoid "employer's remorse" by using authentic, reliable tools for screening for writing skills. Typing, spelling, and multiple choice tests are easy to score, but they don't give a full picture of whether an agent has high-level customer service writing skills such as the ability to express empathy or freetext a customized response using an email template. This session will cover how to develop and score an open-ended writing skills assessment even if your company is hiring a lot of agents at once. We'll also cover how to review applicants' resumes for indications of how well they write and how to question them about their writing skills during the interview. – Speaker: Leslie O’Flahavan, E-Write
Myth Busters in Automation Nation. Almost two decades into the application of speech analytics to illuminate and automate the world of QA, confusion persists and the noise gets louder. Is automated quality about AI or analytics? Is it about sampling or scoring? Is it "all or nothing" – you either use it or you don't, and when you do, you throw away everything about your current program? Is it for chat and email or just calls? In this session, two industry veterans and long-time interaction analytics and automated QA dwellers will do some myth-busting to shine some light on how it works in the real world. We'll cover the three primary models you'll find out there, and variations on the themes. How they work, how to tell them apart; what questions to ask, and what pitfalls to avoid; practical examples of how people are evolving the PRACTICE of quality to incorporate the technology in the real world (multi-vendor examples); and how to start anywhere, with what you have today, and keep the things you love about your current program while layering in automation to give you superpowers where you don't have them today. – Speakers: Kristyn Emenecker & Siobhan Miller, Playvox
Diagnosing and Coaching Performance Problems. Whether you coach frontline staff directly or train others how to do so, it's important to have a standard model for defining expectations, diagnosing performance gaps, and using the right approach for coaching. In this session, you will learn about a performance management model that can be used to bring out the best performance of your staff. We'll examine the main reasons for non-performance and what coaching techniques to use for each problem scenario. – Speaker: Penny Reynolds
2:45-3:45 p.m. – Ice Cream Social with the Sponsors
3:45-5:00 p.m. – Workshops
Leveraging Technology to Improve Quality Assurance and Coaching. UCHealth recently moved away from a manual evaluation system that only captured .3% of our agent’s typical call volume to a fully automated QA system that is capturing 100% of the agent’s calls. This whole picture view of the good work our agents perform is driving a culture transformation within QA & Coaching. We empower the agents first, highlighting their strengths and skills to build the foundation of trust in us as allies. From there we address areas of opportunity not as faults, but as achievable and actionable goals that are easily measured. We present the agent with a positive path towards improving not only their scores, but our patient’s experiences as well. Additionally, we are now able to provide multiple avenues of coaching to agents all levels of performance towards achieving and maintaining a “Role Model” status. – Speaker: Kate Spaur Devore, UCHealth
Home Alone: Training without Trainers. Are you a team of one without a dedicated training team? Are you a trainer but you have far more students than a proper ratio will support? Do you have seasonal ramps that require far more training resources than you have today? This session will help you understand the basics of how to develop and deploy a Subject Matter Expert (SME) supported training model. The aim of this session is to help answer the question how can I train with fewer trainers, when SMEs are not always good at instruction? Come to this session as we journey through how to support an SME model. – Speaker: Marshall Lee, Ttec
Essentials of Acquiring and Implementing New Technology. Your organization has reached the point where a new or replacement technology appears to be the next step. A successful project that delivers the promises of the original business case can be a significant career enhancement, but the opposite is also true. The technology could be a quality assurance system, a learning management system, or any one of dozens of tools that contact centers need to achieve their mission. In this session, you will learn the four steps that are essential to ensure a successful purchase and effective rollout regardless of the specific technology involved: 1. Building a business case to gain management approval and funding; 2. Developing an effective request for proposal to identify vendors and products to consider; 3. Utilizing a proven decision analysis process to find the best balanced choice; and 4. Project management tools for a smooth implementation. – Speaker: Maggie Klenke
Challenges to Collecting Customer Feedback. Getting valid feedback from your customers is simple, right? If you think it is, then the data you have may well be misleading, and you may be making bad business decisions from it. In this session a panel will discuss the challenges they have faced collecting feedback – what’s worked, what hasn’t, what they’ve tried. Challenges can include: proper wording of questions, getting enough responses, being sure you’re hearing from an unbiased mix of customers, and proper analysis of the results. And more. Come listen to our panel and bring questions based upon your own challenges. – Panelists: Fred Van Bennekom, Great Brook Consulting, Penny Tootle, Utilligent, & Justin Robbins, UJET
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. – Moderator: Penny Reynolds – Panelists: Nate Brown, Arise, Lee Waters, C2Perform, Donal Hennessy, Level AI, & Craig Brasington
6:15 p.m. – Depart for Evening Event
6:30-9:30 p.m. – Evening Event at Margaritaville
Wednesday, September 21
8:00-9:00 a.m. – Breakfast
9:00-10:15 a.m. – Workshops
Improving Call Soft Skills with Quality Monitoring. With every customer contact there are essentially two dimensions: the technical components and the softer communication elements. The hard truth is soft skills most often have more influence on a customer’s satisfaction with the call outcome. Customers who encounter agents who are compassionate, concerned, and show a sincere desire to help and resolve their issues are the ones who remain loyal. This session tackles the challenge of identifying objective soft skill behaviors and offers ways to measure them with quality monitoring. – Speaker: Deelee Freeman, Call Center Training Associates
Building a Knowledge Resource to Improve Quality & Culture. When CPS Energy looked to improve customer service in the call center, we examined the underlying source of customer complaints and quality errors. We found that the Agent resources for process knowledge and business updates needed improvement. On the other side of these improvements, the call center found that our focus on enabling the Agents to achieve their quality goals improved customer service but also had a positive effect on an internal culture that has spread to other areas of the organization. In this case study, you will hear how we approached the challenge to improve CX, lessons learned along the way, and where we are now with the new project. – Speaker: Linder Scott, CPS Energy
Identify & Develop: Is Your Next Level Staff Ready to Jump into Action? Most contact center agents do not dream of being on the phones as a long term goal, but are looking at the job as an entry way to advance in an organization. The contact center can be the best place to find strong candidates to fill new roles and positions internally. But do you know who your next level employees are? Come to this session to learn how to identify who your next level of talent is based on behaviors vs. performance/experience, how to advance your top talent to the next level, and the benefits and wins of focusing your energy on your top talent vs the underachievers. Bring and share the benefits you have experienced in advancing and developing your top talent. – Speaker: Michelle Chevalier, EquiTrust
The Four Qs in Quality. You can check all the boxes in having quality software, programs, and training, and you have the voice of the customer via surveys, contact data, and social media monitoring. That’s great! But how effective are these programs for improving the quality experience for your customers? We’ll share real examples of improvements attained in identifying the causes for repeat contacts and determining the effectiveness of your evaluations helping you achieve meaningful and actionable outcomes. Don’t have speech technology just yet? No worries! We’ll touch on quality improvements you can make for all customer contact points, including ways you can add Human Element measures to enable maximum results. Join us for this collaborative conversation about the Four Qs in Quality! – Speakers: David Blackwell & Stephanie Taylor, BPA Quality
Ask the Expert. This session is your chance to ask our panel of experts anything QA & Training! This interactive panel 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 this session! The audience will also get a chance to give some input. This session will be dynamic and informative, but the topics covered will be chosen by you and your peers at the event. –Panelists: Erick Sawyer, InhabitIQ, Leslie O’Flavahan, e-Write, Hope Gay, Sentry Insurance, & Marshall Lee, ttec
10:15-10:30 a.m. – Break
10:30-11:45 a.m. – Workshops
Using Your Contact Center Data, Reports, and Your Smarts to Improve Agent Performance. QA used to be about choosing a representative call every week to listen to, in order to check on each agent’s performance and to ensure interaction quality. In this session, we will discuss ways to use data and QA for a different purpose, to find suspicious, outlier, or problematic contacts—calls that statistically seem out of the norm-- and to help troubleshoot them. These calls may point to something different, maybe an item that needs better training, or maybe a business process that could be confusing to your customers. Either way, QA can have an outsized role in finding operational problems and their solutions. This session will discuss the basics of finding these challenging contacts. – Speakers: Ric Kosiba & Jacob West, Sharpen Technologies
Lessons Learned in the Quality Trenches: Experts Share What Worked—and What Didn’t. Verint’s Kelly Koelliker will talk with quality expert Danielle Brackett, Patterson Companies, about lessons she learned as they advanced their contact center quality programs beyond manual processes and traditional practices to more automated, consistent, and comprehensive programs. Learn what worked well and recommended best practices—as well as what challenges she encountered along the way and how to avoid them. You’re sure to leave this interactive session with great tips to improve your own quality programs. – Speakers: Kelly Koelliker, Verint, & Danielle Brackett, Patterson Companies
Designing an Effective Training Feedback Survey. An effective post-training feedback survey should be linked to business objectives, training objectives, and be clear and concise enough to ensure high rates of completion. Many training feedback surveys miss this mark, instead asking about the employee's enjoyment of the session or the trainer. And as we know, enjoyment of a course does not mean that learning took place! In this session, we'll cover the core aspects of a good survey question and practice writing our own questions. – Speaker: Lyndsey Myers, Realtor.com
A Culture of Learning: the Evolution of a Contact Center. Contact center representatives exist in a paradoxical state where they’re expected to hold deep expertise on a diverse array of products and services, but don’t often receive opportunities to build or hone their knowledge since customers are always waiting on hold. It turns out the investment in training is worth it! Within a 3-year period, Western & Southern Financial Group increased average tenure, decreased voluntary attrition, decreased after-call work, and decreased internal support chats in our contact center. In this session, we’ll examine how we reimagined our training program to provide digestible chunks of content at standardized milestones, and promoted a culture of knowledge sharing and curiosity to empower associates at all levels to self-service with confidence. – Speaker: Kerry Polley, Western & Southern Financial Group
The Pizza Party Problem - Why Incentives and Rewards Fail. One of the biggest challenges in the contact center is inspiring frontline employees to deliver exceptional service. Is it because they want to fail in their job? Of course not! But then why do so many incentive programs fail to produce sustainable results? In this session, you'll learn the most common mistakes made when offering incentives, gain insight on effective ways to drive performance, and have an opportunity to share and discover reward and recognition best practices from other contact center leaders. – Speaker: Justin Robbins, UJET
11:45 a.m.-1:00 p.m. – Luncheon
1:00-2:15 p.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! – Moderator: Penny Reynolds – Panelists: Craig Brasington, Hope Gay, Sentry Insurance, Leslie O’Flavahan, e-Write, Donal Hennessy, Level AI, & Debbie Short, Lessonly
Enhancing Customer Experience with Effective IVR Menus. You might ask yourself, what does the IVR have to do with quality or training? For most callers, the first interaction with the contact center is with the IVR. What kind of first impression does yours make? A well-designed menu set provides options callers are listening for, routes them quickly and intuitively to the resources best suited to their needs, and improves the percentage of self-service completions. But when an agent is needed, the IVR should route that call to the agents best able to help the customer without transfers, reducing handle time and agent frustration. Come to this session to take a look at ways to improve the quality of the end-to-end customer experience, improve productivity and reduce cost all at the same time. – Speaker: Maggie Klenke
Lessons Learned During COVID. Come Join the panel as they discuss the lessons they learned during COVID. From the importance of self-care, to creating new work at home schedule options, and leading a team you never see in person. All of us have a story of how our professional environment changed during COVID, come hear these industry expert's stories and the lessons they learned, and possibly share your own. – Panelists: Michelle Chevalier, EquiTrust, Erick Sawyer, inhabitIQ, & Doug Rabold, Boldray Consulting
2:15-2:45 – Afternoon Break
2:45-4:00 p.m. – Workshops
60 Ideas in 60 Minutes – Quality Assurance. This fast-paced session with a panel of your WFM 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! – Moderator: Doug Rabold, Boldray Consulting – Panelists: Leslie O’Flavahan, E-WRITE, Erick Sawyer, InhabitIQ, Craig Brasington, Donal Hennessy, Level AI, Craig Preston, C2Perform, & Steve Hubbard, Verint
The Puzzle Pieces of Training. Is your instructor led training program missing a key piece, or are there pieces that just don’t seem to fit right? Explore some key puzzle pieces such as: strategies, tools, partners, and new hire trainer onboarding and readiness, contributing to the success of the training program that serves multiple divisions at WPS Health Solutions. Join this session and take away some ideas for how to enhance your own organization’s training program. – Speakers: Christy Beatty & Michelle Brenholt, WPS Health Solutions
Generation WHAT? Understanding Generations and Their Impact on the Modern Contact Center. Gen Z, Baby Boomers, Millennials, Gen X – some have names and letters? The years change, and what is a Xennial? Does any of this matter? What is a Yeet? The most awkward moments can come at a holiday meal when you sit around and the now grown up kids are home from college, and their parents are sitting with them, and the grandparents and everyone tries to connect; or it can happen in a Zoom – or in a shift bid. Generations and context matter because the world evolves – change is rapid, but the human experience is constant. In this session we will talk about some of the things that impact how each of the main cohorts in the workforce today can influence what you do, and how they impact your role and even your work as a team. No single session can cover all of generational theory, but we can equip you with some strategies to have some meaningful moments, give some understanding to what the current definitions are, and maybe avoid some cringe. No Cap – I mean, for real. – Speaker: Marshall Lee, ttec
Rethinking Frontline Staffing Strategies in 2022. Frontline staff today look very different compared to ten, five, or even two years ago. New tools and technologies, shifting work environments, and evolving employee priorities are changing the way we must think about contact center staffing. You need to ask yourself, how do you hire the people best suited to this new environment? What can you do to ensure they are productive and happy on the job? In this session we will explore five key ingredients for hiring, training, scheduling, coaching, and motivating today’s evolving workforce. – Speakers: Penny Reynolds & Maggie Klenke
4:00-4:30 p.m. – Closing Session
2022 QATC ends