Past Events

https://www.callandcontactcenterexpo.us/

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

Thursday, May 16, 2024 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 for this web seminar.

https://www.customercontactweek.com/home

https://www.nice.com/websites/interactions/

Virtual Conference on Techniques for Training, Coaching, and Employee Engagement June 12-14, 2024 Ensure you remain updated with the most recent advancements in the industry by taking advantage of this free Virtual Conference co-sponsored by QATC and CrmXchange. It offers an ideal opportunity to stay informed in real-time. Engage in virtual workshops, interact with colleagues in the networking lounge, and connect with leading vendors in the exhibit hall, all conveniently accessible from your desk. For no cost, without leaving your office, you can: • Attend the live sessions that are most interesting to you • Browse Exhibitor Booths • Learn more about vendors, analysts, and speakers • Network with other attendees • Enter to win prizes CLICK HERE TO REGISTER NOW.  This year's expert speakers are presenting the following topics during the virtual conference:   Unleashing Potential - How to Coach Your Contact Center Performers into Stars  Best Practices to Make Every [...]

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!