Events for June 3 - March 10, 2022

Virtual Conference 2022 Techniques for Training, Coaching & Employee Engagement June 6-9, 2022 What is the most important asset of your contact center?  Your people! When it comes to providing excellent service to your customers, the agent is the face and voice of your company.  When selecting a workforce, recruiting campaigns focus on identifying important traits, skills, or abilities in individuals.  But once you hire the best employees, you must keep them trained, coached, and engaged. Our complimentary virtual conference on Techniques for Training, Coaching and Employee Engagement, brought to you by CrmXchange and QATC, will help you to get the most from your people with your training, coaching, and employee engagement programs. For no cost, without leaving your office, you can: • Attend the live sessions that are most interesting to you and your team • Browse Exhibitor Booths • Learn more about vendors, analysts, and speakers • Network with other attendees [...]

Repeat Session on Thursday, June 9, 2022 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.

Thursday, June 16, 2022 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.

Thursday, July 21, 2022 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.

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 [...]

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.