Calendar of Events

Event List Calendar

June 23, 2020

Webinar — Keeping Remote Employees Engaged: QA Best Practices

Keeping Remote Employees Engaged: QA Best Practices

Date:  June 23, 2020
Time:  11:00 CT

The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged.

As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care.

Attend this webinar, featuring Dave Hoekstra and Robin Butterfield from Calabrio, to learn:

  • Do I need to score more calls when my agents are working from home?
  • How can I make conversations personal over video?
  • How can I make coaching as effective when not in person?
  • Are there tools that can help me keep track of things more efficiently?

Speakers:
Dave Hoekstra (Dave.Hoekstra@calabrio.com)
Robin Butterfield (Robin.Butterfield@calabrio.com)

Click here to register:  https://swpp.webex.com/swpp/onstage/g.php?MTID=eaa40369d8fb3970cf3ee03119fd4a4d

Start: June 23, 2020 12:00 pm
End: June 23, 2020 1:00 pm
Address:
Google Map
United States

June 25, 2020

QATC Web Seminar – Call Calibration:  The Path to Consistency in Quality Monitoring

Call calibration is a process whereby quality analysts and supervisors evaluate a single call, measure the variance and reconcile the differences.  Call centers who are well calibrated experience greater overall consistency in quality and service to their customers. In this session, you will learn the six key decision points for creating an effective calibration program, how to measure your calibration efforts, as well as the best practices for conducting productive calibration sessions.

QATC members can click here to register.

Start: June 25, 2020 1:00 pm
End: June 25, 2020 2:00 pm
Address:
Google Map
United States

July 23, 2020

QATC Web Seminar – Call Coaching Fundamentals:  Preparation and Delivery of Impactful Feedback

You can have the most advanced quality recording technology, evaluation and analytical tools, but if you are not delivering impactful call coaching, you will continue to fall short in providing reliable high-quality service to your customers.  This session provides practical suggestions to 1). Create a coaching plan; 2). Deliver feedback and 3). Follow-up with continued support.  You will learn three specific approaches to call coaching aimed to motivate and develop behaviors required to meet process requirements and create a satisfying, memorable customer experience.

QATC members can click here to register.

Start: July 23, 2020 1:00 pm
End: July 23, 2020 2:00 pm
Address:
Google Map
United States

August 24, 2020

Contact Center Week

Caesars Palace Resort
Las Vegas, NV
June 23-26, 2020
www.customercontactweek.com

Start: August 24, 2020
End: August 28, 2020
Venue: Ceasar's Palace
Address:
Google Map
Las Vegas, NV, United States

September 14, 2020

Aspect ACE

The Venetian Resort

Las Vegas, NV
September 14-17

https://www.aspect.com/microsites/ace2020

Start: September 14, 2020
End: September 17, 2020
Venue: The Venetian
Address:
Google Map
Las Vegas, NV, United States

October 12, 2020

Contact Center Connections

Dallas Sheraton

Dallas, TX

October 12-14, 2020

https://www.icmi.com/contact-center-connections

Start: October 12, 2020
End: October 14, 2020
Venue: Dallas Sheraton
Address:
Google Map
Dallas, TX, United States

October 21, 2020

Call & Contact Center Expo

Las Vegas Convention Center

Las Vegas, NV

Oct. 21-22

https://www.callandcontactcenterexpo.us

Start: October 21, 2020
End: October 22, 2020
Venue: Las Vegas, NV
Address:
Google Map
Las Vegas, NV, United States
iCal Import