Past Events

Date:  Wednesday, August 23, 2023 Time:  1:00-2:00 pm CT AI and bots are two of the hottest topics in technology today, but what do they really mean for contact centers? Innovative AI capabilities and bots can help modernize contact centers, improve both customer and agent experiences, and increase efficiency and accuracy.  However, this only works when they are seamlessly embedded into workflows and support the work that agents need to do—at the time and place they are already working—without disruption. Join this webinar, and you’ll learn… The compelling reasons why executives are focusing on AI How AI-powered bots are injected into contact center processes to help deliver CX automation Specific examples of the impact within quality management programs The influence on both customer and agent experiences Speaker: Tricia Manning, Director, GTM, Workforce Engagement, Verint Click here to register for this web seminar.

Live Webinar Partner Spotlight- Neuraflash: Level Up Your Playvox Solution with Neuraflash On Thursday, August 24 at 1:00 pm Eastern Time join this live webinar to learn how you can connect your chosen technologies for better outcomes, and create exceptional agent and customer experiences. You’ll Learn: Ways you can yield success like those shared in real customer scenarios How the joint solutions offered by Neuraflash and Playvox benefit your contact center About Neuraflash and the solutions they offer SWPP Members can register for this webinar here. QATC Members can register for this webinar here.

Wednesday, August 30 at 1:00 pm Eastern Time  Join Sylvia Mattl, Quality Manager at 5CA, and Michelle Randall, CMO at Playvox, for an insightful webinar that dives into the evolution of customer service at 5CA: You’ll Learn: How 5CA leveraged AI and automation for rapid responses to commonly asked questions Ways to reduce time spent on resolving escalations The secret to driving multi-channel support and full automation of the QA process If you are looking for ways to maximize impact, register now to discover how you can emulate 5CA’s success and spearhead your contact center’s digital transformation with tips from these trailblazers. SWPP Members can register for this webinar here. QATC Members can register for this webinar here.

Webinar - How to Infuse AI Into QM: What You Need to Know Wednesday, September 20, 2023 at 12:30 p.m. Eastern Across all industries, artificial intelligence (AI) is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. Before adopting AI in your business there are important things that businesses should consider before making that jump. Join Playvox experts, Chrissy Calabese and Madelyn Gengelbach, to discuss how quality management is being infused with AI. They will also review things that should be considered as you are evolving your QM processes and some best practices in implementing them. If you are thinking about taking that leap into a more automated and AI-driven quality practice, you won’t want to miss this! You’ll Learn: What is automated quality, and how can it benefit your contact center Important considerations when incorporating AI into your core quality processes Best practices for implementing [...]

Join us for the 2023 QATC Annual Conference! Tuesday-Thursday, September 26-28 Hilton Nashville Downtown REGISTER NOW!   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 of sessions that are applicable to your job? Would you like to have the opportunity to network with your QA and training peers and discuss your toughest problems? If you answered YES to any of these questions, then you’ll want to attend the 2023 QATC Annual Conference this fall. In addition, you will: Hear exciting speakers and industry experts Explore the latest in quality and training technologies in the Sponsor Showcase Network with your peers You don’t want to miss this exciting event, so make your plans to attend now. Click here to register today! For more information, [...]

Date: Tuesday, October 17, 2023 Time: 11:00 am-12:00 pm CT Making Quality Work for Tomorrow’s Agent The role of the agent is changing rapidly. AI and automation are driving more complex interactions and higher customer expectations. To stay ahead of the curve, contact centers must be prepared to empower agents with the knowledge, skills, and behaviors they need to succeed. During this webinar, we will discuss how organization leaders are meeting this challenge by implementing new and innovative approaches to coaching, quality, and training. Speaker: Corey Mustard, Solutions Consultant, Centrical Click here to register for this web seminar.

Web Seminar:  Boosting the Frontline Pre-boarding and Onboarding Experience October 24 | 11 AM ET Your newly hired frontline employees might be new to working at a contact center, potentially making the onboarding process both intimidating and overwhelming. New hires (especially remote employees) might find it difficult to know where to go for support. And that support is key – without it, even the most capable, hardworking new hires will drive down quality and service levels, decrease overall efficiency, and cause costly early attrition. This is why frontline organizations must implement performance experience strategies before and during onboarding.   Join our upcoming webinar on October 24 to learn how to set new hires up for long-term success by reinforcing learning through AI-powered, targeted microlearning, knowledge checks, and more.  What we will cover:    How to get frontline employees on board before they join the organization  Streamlining the onboarding process for new hires [...]

Date:  Tuesday, December 12, 2023 Time:  11:00 am-12:00 pm CT Happy Agents = Happy Customers = Happy Business. Agents are the greatest asset in a Contact Center. A lot is demanded from them, both from the business and the customer. Are we really doing enough to motivate agents? Gamification is becoming more and more prevalent in today’s world – but get it wrong, and it’ll have the opposite effect. Get it right, and you have an engaged, motivated, and inspired community of agents. In this session we’ll explore how to create a gamification program to make agents the center of your success. – Speaker: Chris Mounce, Evaluagent Click here to register for this web seminar.

Trends and Challenges: 2023 Recap and What’s Ahead in 2024 Thursday, December 14, 2023 at 1:00 p.m. Eastern 2023 has been quite the year for all of us! Quiet quitting became quite the buzzword; of course, everyone is talking about AI. Join us for this end-of-year round table discussion with some of our amazing customers to hear about the challenges they faced in 2023 and the processes they put in place to address them.  We will also discuss what trends and challenges they are anticipating for 2024 and anything they are working on now to prepare. We will blink and a new year will be upon us, so don’t miss this session to learn how to prepare best! You’ll Learn: Challenges various businesses faced in 2023 Process changes put in place to mitigate challenges 2024 trends and challenges businesses are already anticipating Hosted by Chrissy Calabrese, Vice President of Product Marketing, [...]

2024 SWPP Annual Conference Monday, March 4-Wednesday, March 6 Omni Nashville Hotel Click here for more information: https://swpp.org/annual-conference/  

Thursday, March 14, 2024 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.

Thursday, April 4, 2024 1:00pm 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 deserving of 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.