QATC Web Seminar — Generation WHAT? Understanding Generations and Their Impact on WFM in the Modern Contact Center

Date: Tuesday, August 16 Time: 11:00 CT Generation WHAT? Understanding Generations and Their Impact on WFM in the Modern Contact Center. Gen Z, Baby Boomers, Millennials, Gen X – some have names and letters? The years change, and what is a Xennial? Does any of this matter? What is a Yeet? Awkward moments can come at multi-generational dinners, big Zoom meetings, or even shift bidd. Generations and context matter because the world evolves – change is rapid, but the human experience is constant. In this session we will talk about some of the things that impact how each of the main cohorts in the workforce today can influence what you do, and how they impact your role and even your work as a team. No single session can cover all of generational theory, but we can equip you with some strategies to have some meaningful moments, give some understanding to what [...]

QATC Web Seminar — The Next Generation of Quality Programs — Delivering More Impact with Less Effort!

Date: Thursday, August 25 Time: 1:00-2:00 CT The Next Generation of Quality Programs—Delivering More Impact with Less Effort! Are you monitoring only a small selection of agent interactions? You’re not alone. Many organizations review less than 3% of agent conversations—and often none that happen in their bot and digital channels. Learn why contact center quality monitoring programs are more critical than ever and how automation can deliver big wins for your business—improving quality processes, compliance adherence, agent coaching, and the customer experience. – Speaker: Tricia Manning, Director, Go-to-Market Strategy | Quality & Compliance, Verint CLICK HERE to register for this web seminar.

2022 QATC Annual Conference

Join us for the 2022 QATC Annual Conference! September 19-21, 2022 Hilton Nashville Downtown 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 2021 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!

Fundamentals of QA Web Seminar — Essentials of Quality Form Design

Thursday, March 16, 2023 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.

Fundamentals of QA Web Seminar — What’s the Point: Principles of Quality Form Weighting and Scoring 

Thursday, April 20, 2023 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.

Sponsor Web Seminar — The Complete Digital Contact Center

April 25, 2023 The Complete Digital Contact Center Join Playvox’s Chuck Krogman, VP Global Sales & Kustomer’s Mike Shulman, Global Channels & Alliances, as they review the latest and greatest in the digital contact center transformation.  They will discuss what is happening in the marketplace and what customers expect from their digital contact center solutions, as well as walk through how Kustomer & Playvox together are providing customers a path to a Complete Digital Contact Center. QATC members can click here to register for this webinar.

Call and Contact Centre Expo – Las Vegas

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world! Discover the latest trends shaping the future of call & contact centers in our unique educational program, consisting of expert-led seminars and panel debates, live demos of the latest technology, as well as industry leading companies equipped with the industry’s finest solution led products and services.   https://www.callandcontactcenterexpo.us/

2023 SWPP Annual Conference

Omni Nashville Hotel 250 Fifth Avenue South, Nashville, TN, United States

https://swpp.org/annual-conference/  

Fundamentals of QA Web Seminar — Developing Your QSDD

Thursday, May 18, 2023 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.

Sponsor Web Seminar — Meaningful Interactions: How to Coach Your Agents Using Human Connection

Wednesday, May 31, 2023 at 2:00pm Eastern Meaningful Interactions: How to Coach Your Agents Using Human Connection Some people have a natural gift for speaking with, and connecting to, other people. Others may need a little bit of (you guessed it) coaching. Everyone also learns and absorbs feedback differently. Mastering a conversational comfort level leads to deeper business connections, which then drives revenue and nurtures the customer relationship. Join Michael Robinson, of The Event Voice, to learn how to create meaningful business interactions with your agents by: Mentally preparing yourself for coaching conversations Reading and displaying effective body language Identifying extroverts vs introverts and flexing to various communication styles How to identify the best form to coach individuals, one size does not fit all QATC members can click here to register for this webinar.

Virtual Conference on Training, Coaching and Employee Engagement

Don't Miss this Complimentary Virtual Conference! June 5 - 6, 2023 The people are the most valuable asset of your contact center as they represent the face and voice of your company in providing exceptional customer service. While recruiting campaigns focus on identifying essential traits, skills, or abilities in potential employees, keeping them trained, coached, and engaged is crucial. To learn best practices for your employees, register and attend the two-day  "Techniques for Training, Coaching and Employee Engagement"  free virtual event that offers live sessions tailored to your interests. 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 prizesCLICK HERE TO REGISTER NOW. This year's expert speakers are presenting the following topics during the virtual conference:  Keynote: Aligning Intentions with Impact: How to Truly Engage Your Workforce [...]

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