Past Events

Thursday, June 20, 2024 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.

Thursday, July 18, 2024 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. QATC members can click here to register for this web seminar.

https://www.verint.com/events/engage/

Join us for the Orlando, FL area SWPP & QATC Regional Meeting on Thursday, September 26 at CNA located at 500 Colonial Center Parkway in Lake Mary, Florida. 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 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 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!

Join us for the Phoenix, AZ SWPP & QATC Regional Meeting on Wednesday, October 9 from 8:30 a.m.-12:00 p.m. at the Cable One contact center located at 210 East Earll Drive in Phoenix, AZ.  You won’t want to miss this great opportunity to meet 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 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!

https://www.icmi.com/contact-center-expo-conference

Orlando area SWPP & QATC Regional Meeting – Thursday, February 13, 2025 -- Rescheduled Date! Join us for the Orlando, FL area SWPP & QATC Regional Meeting on Thursday, February 13 at CNA located at 500 Colonial Center Parkway in Lake Mary, Florida.  This meeting was postponed in October. 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 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 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: Wednesday, February 26, 2025 Time: 1:00-2:30 pm CT Selecting New Technology.  Are you getting ready to acquire new technology? Is it something you’ve not had before or a replacement of an existing system?  This session will review the steps to developing a comprehensive request for proposal (RFP) and the process needed to review the options available while considering the role of IT, Finance and Purchasing in the analysis of options and final decision.  Learn a proven process for making a well-balanced decision that considers system technology, vendor capabilities and financial concerns.  – Speaker:  Maggie Klenke Click here to register:  https://swpp.webex.com/weblink/register/rae165310796d36439f36c44697f84645

Part 1 of our 3-Part Coaching Web Seminar Series Date:  Wednesday, March 19 Time:  10:00-11 am CT Defining Performance Standards:  Establishing Objectives and Measuring Results As a general rule, you can expect what you inspect.  It’s critical that each employee understands his/her role and responsibilities and what performance will be expected.  One of the toughest tasks is defining the desired performance in terms of measurable behaviors.   For example, it’s not enough to tell staff they need to portray a positive corporate image when communicating with customers.  Call center management must define every single performance expectation down to specific behaviors that can be identified and measured objectively.  This session discusses how to set smart performance goals and develop a balanced system of measures to ensure that positive/negative behaviors are being inspected and recognized appropriately. Seminar attendees will learn to: Define the components of a performance management model and why such a model [...]

Part 2 of our 3-Part Coaching Web Seminar Series Date:  Wednesday, April 16 Time:  10:00-11 am CT Reasons for Non-Performance:  A Diagnosis/Treatment Model for Improving Work Behaviors An employee who has been on the phones for three months keeps transferring difficult calls to a supervisor.  This person must need some more training on handling this type of contact, so you schedule them to sit in on a refresher training class. Problem solved?  Probably not!   There are many different reasons employees don’t perform, and lack of training is a common (and expensive!) misdiagnosis.  In this session, you’ll learn the six basic reasons call center employees don’t perform and symptoms of each one.  You’ll be able to better diagnose performance problems and prescribe a more effective treatment for each problem situation.   Anyone that supervises employees can benefit from this session! Seminar attendees will learn to: Define performance gaps – what you have versus [...]

Thursday, April 17, 2025 1:00pm 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.