Upcoming Events

Virtual Conference 2022 Techniques for Training, Coaching & Employee Engagement June 6-9, 2022 What is the most important asset of your contact center?  Your people! When it comes to providing excellent service to your customers, the agent is the face and voice of your company.  When selecting a workforce, recruiting campaigns focus on identifying important traits, skills, or abilities in individuals.  But once you hire the best employees, you must keep them trained, coached, and engaged. Our complimentary virtual conference on Techniques for Training, Coaching and Employee Engagement, brought to you by CrmXchange and QATC, will help you to get the most from your people with your training, coaching, and employee engagement programs. For no cost, without leaving your office, you can: • Attend the live sessions that are most interesting to you and your team • Browse Exhibitor Booths • Learn more about vendors, analysts, and speakers • Network with other attendees [...]

Repeat Session on Thursday, June 9, 2022 1:00pm 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.