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.
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.