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Pensacola, FL Area SWPP & QATC Regional Meeting – Friday, April 10, 2026
Join us for the Pensacola, FL area SWPP & QATC Regional Meeting on Friday, April 10 at Navy Federal Credit Union.
You won’t want to miss this great opportunity to with your peers and discuss your toughest workforce management and quality assurance problems.
Join us for a great morning of education and networking. The agenda is as follows:
8:30-9:00 a.m. -- Registration & Continental Breakfast
9:00-9:30 a.m. -- Welcome and Keynote
9:30-9:45 a.m. -- Hot Topic Roundup
9:45-11:45 a.m. -- Hot Topic Discussion
11:45 a.m. -- Wrap Up and Conclusion
12:00 p.m. -- Call Center Tour
Everyone is encouraged to attend this event.
There is no charge for this event thanks to our hosts.
Click here to register for this exciting event!
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 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.
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 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 for this web seminar.
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 (QSDD). This session offers a template that includes all the QSDD essentials: descriptions of desirable and undesirable behaviors, related scenarios and associated center goals. In addition, we will look at sample definitions of the more challenging quality standards: tone, empathy and call control.
QATC Members can click here to register for this web seminar.
Date: Thursday, April 16, 2026
Time: 1:00-2:00 pm CT
What’s the Point: Principles of Quality Form Weighting and Scoring
Once you’ve determined the essential call behaviors, the next step is to construct a scoring scheme that awards points for performance achievement. While all of your quality standards are important, some will stand out as being mission critical and therefore deserve higher point values to ensure your agents are focused on these, in particular. In this session, you will learn a prioritizing methodology to identify relative importance you’ll use to create an effective scoring scheme for measuring quality and motivating your agents.
QATC Members can click here to register for this web seminar.
Date: Thursday, March 19
Time: 1:00-2:00 pm CT
Essentials of Quality Form Design: Identify Relevant and Objective Call Standards
Creating a comprehensive quality monitoring form entails getting the right people in your call center to collaborate and construct standards to effectively evaluate your frontline agents’ call performance. This session provides an overview of what to expect in a quality form design process. In addition, you will learn to identify objective behavior-based quality attributes to establish a solid foundation for your call center’s quality monitoring program.
QATC Members can click here to register for this web seminar.
Click here for more information: https://qatc.org/annual-convention/
Click here for more information: https://qatc.org/annual-convention/
Thursday, August 14, 2025
1:00pm 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 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.
Note Date Change!
Thursday, July 10, 2025
1:00pm 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 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 for this web seminar.