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.

2023 SWPP Annual Conference

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

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 [...]

Web Seminar — 5 Strategies to Boost Finserv and Insurance Contact Center Performance and CX

Digital innovation, evolving customer expectations, and ever-changing security concerns are creating new challenges for frontline Insurance and Financial Services teams. That’s why it’s more important than ever to build and scale programs that empower your sales and service agents with the knowledge, motivation, and coaching they need to delight customers and deliver best-in-class customer experiences!  Join us on June 13th at 11am ET / 4pm BST to see how Centrical can help your team quickly improve key metrics such as adherence, quality, FCR, and CSAT by gamifying performance, improving team engagement, and addressing knowledge and performance gaps in the moment of need.   Gain a competitive edge! In this session you will learn how to:  Maximize upsell and cross-sell opportunities while driving better customer experiences by improving employee product knowledge with targeted microlearning and creating healthy competition with gamified performance targets.  Elevate the employee experience from onboarding and beyond to reduce early [...]

Sponsor Web Seminar — Workforce Management (WFM): Why Spreadsheets Are So Over

Wednesday, June 14, 2023 at 2:00pm Eastern Workforce Management (WFM): Why Spreadsheets Are So Over Spreadsheets were positioned as optimal solutions for contact centers serving one channel of customer communication with agents that are only trained for that channel. Those days are over. Join industry veterans, Chrissy Calabrese, VP Product Marketing, and Donna Lightfoot, Product Marketing Manager, WFM with Playvox, to discuss the top five reasons why spreadsheets are no longer an effective tool for forecasting and scheduling. We will also discuss best practices in moving away from spreadsheets and how you can easily show return on your workforce investment. You'll Learn: Why spreadsheets are not effective for forecasting and scheduling How to evolve your business beyond spreadsheets How to build a business case for a WFM solution QATC members can click here to register for this webinar.

Fundamentals of QA Web Seminar Series — Call Calibration: The Path to Consistency in Quality Monitoring

Thursday, June 15, 2023 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.

Sponsor Webinar: Redefining the Frontline Employee Experience with AI-Powered Microlearning

Whether onboarding, upskilling or cross-skilling, or simply staying on top of regulatory updates, employee training is critical across the employee lifecycle. But traditional training methods will only do so much. How can you ensure that employees retain their knowledge, and effectively put it into practice? And how can organizations create frontline training material quickly, efficiently, and at scale?   Join our upcoming webinar on July 12th at 11am ET / 4pm BST to learn how AI-powered targeted, personalized microlearning, can help fight the “forgetting curve” and how contact centers, BPOs, and other organizations can leverage generative AI to quickly and efficiently generate relevant frontline training content at scale to drive organizational agility, keeping frontline employees engaged and well-trained.     What we will cover:    Streamlining the onboarding process for new hires (and preventing early attrition)  Accelerating time to proficiency  Creating personalized, targeted, and guided experiences for employees and supervisors  The advantages of implementing advanced [...]

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