Date: Thursday, May 21, 2026 Time: 1:00-2:00 pm CT Developing Your QSDD: The Quality Standards Definitions Document Now that your quality evaluation form has taken shape, the call standards have been identified and organized into skill groups and a scoring structure has been applied, the next step is to develop comprehensive Quality Standard Definitions Document […]
Date: Thursday, June 18, 2026 Time: 1:00-2:00 pm CT 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 […]
Date: Thursday, July 16, 2026 Time: 1:00-2:00 pm CT 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 […]
Mark Your Calendar for the 2026 QATC Annual Conference! Tuesday-Thursday, September 29-October 1 Hilton Nashville Downtown Are you looking for one place to find the latest information on quality assurance and training trends and technologies in the call center? Do you attend other call center industry conferences and find only a handful […]
