Thursday, May 15, 2025 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 […]
Part 3 of our 3-Part Coaching Series Date: Wednesday, May 21 Time: 10:00-11 am CT Fundamentals of Performance Coaching: Helping Staff Achieve Better Results Call center supervisors have multiple opportunities in a variety of settings and situations to communicate with staff about their performance. In this session you’ll learn about recommended practices for doing side-by-side […]
Thursday, June 19, 2025 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 […]
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 […]
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 […]
Mark Your Calendar for the 2025 QATC Annual Conference! Tuesday-Thursday, September 23-25, 2025 Hilton Nashville Downtown Click here for more information: https://qatc.org/annual-convention/
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 […]
Date: Tuesday, April 7, 2026 Time: 1:00-2:00 pm CT Stop Practicing on Customers: The Rise of AI-Supported Roleplaying. When it comes to turning learning into real-world performance, we all know roleplaying works—but it comes at a cost. Whether it’s pulling senior agents, supervisors, or trainers off the floor—or investing in professional roleplayers—it requires taking highly […]
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 […]
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 […]
