Calendar of Events

Event List Calendar

November 17, 2020

Webinar: To Scoring and Beyond: Automate Agent QA

Date:  Tuesday, November 17
Time:  11:00 am CT

To Scoring and Beyond: Automate Agent QA

Scoring is intended to help evaluate agent performance, quality of service and risk. Manually evaluating millions of customer service interactions at scale is complex and costly and sampling techniques yield incomplete and biased analysis missing important trends and patterns. AI-powered text and speech analytics now make it possible to automatically score 100% of agent interactions across custom-defined criteria. Automatically scoring every dialog or piece of feedback in a transparent manner enables teams to spend less time hunting and more time acting for Agent QA and other key organizational initiatives. In this session, we will highlight ways to use automated scoring techniques to transform your organization through automated agent QA, post interaction survey replacement, agent and team performance benchmarking, unbiased scorecard design, positive reinforcement in coaching, understanding the customer experience, and more.

Join us on Tuesday, November 17th at 12 PM ET/11 AM CT to learn how you can:

  • Create custom, transparent scoring criteria to evaluate agent behaviors and skills at scale
  • Evaluate and score agent behaviors and skills in an unbiased way using speech and text analytics
  • Go beyond Agent QA and use scoring for organizational transformation initiatives
  • Use analytics to improve individual and contact center-wide performance

Click here to register.

Start: November 17, 2020 11:00 am
End: November 17, 2020 12:00 pm
Address:
Google Map
United States

November 2, 2020

WFO Virtual Conference

www.ecrmevents.com

Mark your calendar for November 2-13 and attend the largest Virtual Conference that addresses issues that affect you daily.

Two Great Tracks!

Workforce Optimization and Performance
November 2-6

Quality Assurance & Analytics
November 9-13

Register today and learn from industry thought leaders - all without leaving your office. No travel is necessary to connect with the most knowledgeable people in this industry. Simply log on during the conference and attend the sessions that are of the most value to you and your team. The information-packed sessions will have you capturing new ideas to implement immediately. 

Why you should join this event: 

  • Registration grants you access to all live sessions, every day... all at NO COST.
  • Attend the sessions that are most interesting to you and your team.
  • Hear rapid fire ideas to take back to your contact center; watch product demonstrations.
  • All sessions are recorded and will be available to access on your own time up to 7 days after the event.
  • Network with attendees and speakers in the Virtual Lounge.
  • Win prizes -- just by visiting the virtual booths -- and download our "SWAG BAG," a curated compilation of ebooks, infographics, studies, and white papers.

New for 2020 - Celebrate a decade of CrmXchange Virtual Conferences. The ORIGINAL virtual event for the contact center.   Register today at www.ecrmevents.com.

NO COST TO ATTEND CONFERENCE SESSIONS
BRING YOUR TEAM
Start: November 2, 2020
End: November 13, 2020
Address:
Google Map
United States

October 21, 2020

Call & Contact Center Expo

Las Vegas Convention Center

Las Vegas, NV

Oct. 21-22

https://www.callandcontactcenterexpo.us

Start: October 21, 2020
End: October 22, 2020
Venue: Las Vegas, NV
Address:
Google Map
Las Vegas, NV, United States

October 12, 2020

Contact Center Connections

Dallas Sheraton

Dallas, TX

October 12-14, 2020

https://www.icmi.com/contact-center-connections

Start: October 12, 2020
End: October 14, 2020
Venue: Dallas Sheraton
Address:
Google Map
Dallas, TX, United States

September 14, 2020

Aspect ACE

The Venetian Resort

Las Vegas, NV
September 14-17

https://www.aspect.com/microsites/ace2020

Start: September 14, 2020
End: September 17, 2020
Venue: The Venetian
Address:
Google Map
Las Vegas, NV, United States

August 24, 2020

Contact Center Week

Caesars Palace Resort
Las Vegas, NV
June 23-26, 2020
www.customercontactweek.com

Start: August 24, 2020
End: August 28, 2020
Venue: Ceasar's Palace
Address:
Google Map
Las Vegas, NV, United States

July 23, 2020

QATC Web Seminar – 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.

Start: July 23, 2020 1:00 pm
End: July 23, 2020 2:00 pm
Address:
Google Map
United States

June 25, 2020

QATC Web Seminar – 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.

Start: June 25, 2020 1:00 pm
End: June 25, 2020 2:00 pm
Address:
Google Map
United States

June 23, 2020

Webinar — Keeping Remote Employees Engaged: QA Best Practices

Keeping Remote Employees Engaged: QA Best Practices

Date:  June 23, 2020
Time:  11:00 CT

The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged.

As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care.

Attend this webinar, featuring Dave Hoekstra and Robin Butterfield from Calabrio, to learn:

  • Do I need to score more calls when my agents are working from home?
  • How can I make conversations personal over video?
  • How can I make coaching as effective when not in person?
  • Are there tools that can help me keep track of things more efficiently?

Speakers:
Dave Hoekstra (Dave.Hoekstra@calabrio.com)
Robin Butterfield (Robin.Butterfield@calabrio.com)

Click here to register:  https://swpp.webex.com/swpp/onstage/g.php?MTID=eaa40369d8fb3970cf3ee03119fd4a4d

Start: June 23, 2020 12:00 pm
End: June 23, 2020 1:00 pm
Address:
Google Map
United States

May 21, 2020

QATC Web Seminar – 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.

Start: May 21, 2020 1:00 pm
End: May 21, 2020 2:00 pm
Address:
Google Map
United States

April 30, 2020

Webinar — Managing Agent At Home Performance

Managing Agent At Home Performance
Thursday, April 30, 2020 | 2:00 p.m. ET
Presenting:
Kim Steele
Portfolio Solutions Engineer
NICE
Lauren Maschio
Sr. Product Marketing Manager
NICE

Agents are critical to delivering exceptional customer satisfaction. However, with change comes uncertainty and anxiety which can impact customer satisfaction at a critical time. This session helps QA teams, supervisors and coaches work together to manage this transition and help them respond to change.

Attend this webinar and learn:

  • Best practices for adapting your quality program to work-from-home agents
  • A 5-step quality and coaching collaboration model that improves agent performance
  • How to motivate agents during the transition

Click here for more information or to register: https://info.nice.com/Managing_Agent_At_Home_Performance_Registration.html?utm_source=website&utm_medium=eventsandwebinars&utm_campaign=web

Start: April 30, 2020 2:00 pm
End: April 30, 2020 3:00 pm
Address:
Google Map
United States

April 30, 2020

Webinar — CX Transformation Takes a (Cross-Functional) Village

CX Transformation Takes a (Cross-Functional) Village

2:00 PM, ET | April 30, 2020 | Duration: 60 mins

Forrester analyst Faith Adams will share why experience management must span across the enterprise – collaborating with stakeholders from digital, the contact center, operations, research, and more – and how those leading the charge for CX transformation can start to make it happen with best practices for the new realities of COVID-19 and the long run. Register Now

Start: April 30, 2020 2:00 pm
End: April 30, 2020 3:00 pm
Address:
Google Map
United States

April 30, 2020

Webinar — A Successful CX Starts with Empathy

April 30, 2020
10am ET / 4pm CET

A Successful CX Starts with Empathy

Now, more than ever, you need to understand what your customers are going through.

Such empathy only comes from a robust process of listening and communication. Your business’ objectives have likely changed dramatically, and your customers are looking for some form of stability right now.

The customer experience means everything in time of uncertainty.  We’d love to hear from you on Thursday, April 30 at 10am ET / 4pm CET on how you’ve been shaping the experience.

In addition to taking questions from attendees, our panel will cover some of the following questions:

  • How can I best convey empathy and understanding?
  • What emotions and feelings should I expect from customer reactions?
  • What long-term effects will this crisis have on customer experience?
  • What are some ways to listen and track emotional changes in customers?

We’re here to help, so reach out with any questions as we all navigate our new normal. Find additional resources in our Managing a Remote Workforce guide.

For more information or to register, please go to:  https://info.calabrio.com/a-successful-cx-starts-with-empathy/

Start: April 30, 2020 10:00 am
End: April 30, 2020 11:00 am
Address:
Google Map
United States

April 29, 2020

Webinar — Listening, Understanding, and Responding to Your Customers During COVID19

Listening, Understanding, and Responding to Your Customers During COVID19

11:00 AM, ET | April 29, 2020 | Duration: 60 mins

NOTE: This webinar will be presented exclusively in Spanish

Join this webinar to get advice on how to use multiple communication channels such as virtual assistants, chat, and surveys to understand customer and employee questions, and respond quickly and effectively. Register Now

Start: April 29, 2020 11:00 am
End: April 29, 2020 12:00 pm
Address:
Google Map
United States

April 28, 2020

Webinar — Inside-Out: Using Conversational AI to Improve Agent and Customer Experiences

Inside-Out: Using Conversational AI to Improve Agent and Customer Experiences

2:00 PM, ET | April 28, 2020 | Duration: 60 mins

Are you looking to replace your workforce with chatbots? You may want to think again. Join us to learn how companies are using technology from the inside-out to create positive business experiences and lasting impact. Register Now

Start: April 28, 2020 2:00 pm
End: April 28, 2020 3:00 pm
Address:
Google Map
United States

April 23, 2020

QATC Web Seminar – 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.

Start: April 23, 2020 1:00 pm
End: April 23, 2020 2:00 pm
Address:
Google Map
United States

April 23, 2020

Webinar — Enabling Customer Experience Excellence While Working from Home

Enabling Customer Experience Excellence While Working from Home

11:00 AM, ET | April 23, 2020 | Duration: 60 mins

You have your CX teams working from home. Your IT department has ensured secure connections. What about your efforts to ensure your customer experience standards are being met with each interaction? Join Verint and Everise to learn how to maintain customer experience with your remote workforce, and how to adapt and respond. Register Now

Start: April 23, 2020 11:00 am
End: April 23, 2020 12:00 pm
Address:
Google Map
United States

April 22, 2020

Webinar — Listening, Understanding, and Responding to Your Customers During COVID19

Listening, Understanding, and Responding to Your Customers During COVID19

9:00 AM, ET | April 22, 2020 | Duration: 60 mins

NOTE: This webinar will be presented exclusively in Brazilian-Portuguese

Join this webinar to get advice on how to use multiple communication channels such as virtual assistants, chat, and surveys to understand customer and employee questions, and respond quickly and effectively. Register Now

Start: April 22, 2020 9:00 am
End: April 22, 2020 10:00 am
Address:
Google Map
United States

April 21, 2020

Webinar — Using Speech Analytics to Focus on Customers During Crisis

Using Speech Analytics to Focus on Customers During Crisis

1:00 PM, ET | April 21, 2020 | Duration: 60 mins

With COVID-19 creating a surge of calls into their collections department regarding payments affected by changed job situations, Navy Federal Credit Union was able to leverage speech analytics to understand the scenarios affecting their members to better anticipate call volumes and expected payments. Hear their story and gain insights on how to use Speech Analytics to react to this unprecedented situation. Register Now

Start: April 21, 2020 1:00 pm
End: April 21, 2020 2:00 pm
Address:
Google Map
United States

March 19, 2020

QATC Web Seminar – 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.

Start: March 19, 2020 1:00 pm
End: March 19, 2020 2:00 pm
Address:
Google Map
United States

December 5, 2019

Atlanta SWPP & QATC Regional Meeting – Thursday, December 5

Join us for the Atlanta area SWPP & QATC Regional Meeting on Thursday, December 5 from 8:30 a.m.-12:30 p.m. at the Cox Communications call center located at 6305 Peachtree Dunwoody Road in Atlanta, GA.

You won’t want to miss this great opportunity to with your peers and discuss your toughest workforce management and quality assurance problems.

Join us for a great morning of education and networking. The agenda is as follows:

8:30-9:00 a.m. — Registration & Continental Breakfast
9:00-9:30 a.m. — Welcome and Keynote
9:30-9:45 a.m. — Hot Topic Roundup
9:45-11:45 a.m. — Hot Topic Discussion
11:45 a.m. — Wrap Up and Conclusion
12:00 p.m. — Optional Call Center Tour

Everyone is encouraged to attend this event. There is no charge for attending thanks to our hosts.

Click here to register for this exciting event!

Start: December 5, 2019 8:30 am
End: December 5, 2019 12:30 pm
Venue: Cox Communications Call Center
Address:
Google Map
6305 Peachtree Dunwoody Road, Atlanta, GA, United States

November 12, 2019

Webinar: Quality & Quantity: Rethinking Agent Evaluation Practices

Complimentary Webinar:  Quality & Quantity: Rethinking Agent Evaluation Practices

Typical agent performance evaluation cycles consist of a series of pitfalls, including ambiguous evaluation criteria, a targeted sampling of calls, subjectivity introduced during the evaluation process, and insufficient reporting downstream. This process runs in stark contrast to the evolving workforce of the 21st century that will continue to be headlined more and more by needs exposed by the digitalization of our everyday lives.

Join this webinar on November 12 at 11 AM EST | 4 PM GMT to learn:

How Clarabridge re-humanizes Quality Management by enabling contact centers to score all of their interactions
Why applying new technologies to rethink the agent evaluation process is extremely beneficial
How complex interaction can be easily explained to surface only those moments that are truly coachable, while also powering organizational insights
Link to register: https://www.clarabridge.com/resources/quality-management-webinar

Start: November 12, 2019 12:00 pm
End: November 12, 2019 1:00 pm
Address:
Google Map
United States

October 28, 2019

Contact Center Connections

https://www.icmi.com/Contact-Center-Demo-Conference

Start: October 28, 2019
End: October 30, 2019
Venue: Hyatt Regency Chicago
Address:
Google Map
Chicago, IL, United States

October 16, 2019

Milwaukee Area SWPP & QATC Regional Meeting – Wednesday, October 16

Join us for the Milwaukee area SWPP & QATC Regional Meeting on Wednesday, October 16 from 8:30 a.m.-12:00 p.m. at the Kohl’s call center located at N54 W13600 Woodale Drive in Menomonee Falls, WI.  You won’t want to miss this great opportunity to with your peers and discuss your toughest workforce management and quality assurance problems.

Join us for a great morning of education and networking. The agenda is as follows:

8:30-9:00 a.m. — Registration & Continental Breakfast
9:00-9:30 a.m. — Welcome and Keynote
9:30-9:45 a.m. — Hot Topic Roundup
9:45-11:45 a.m. — Hot Topic Discussion
11:45 a.m. — Wrap Up and Conclusion
12:00 p.m. — Optional Call Center Tour

Everyone is encouraged to attend this event. There is no charge for attending thanks to our hosts and sponsors.

Click here to register for this event.

Start: October 16, 2019 8:30 am
End: October 16, 2019 12:30 pm
Address:
Google Map
United States

October 15, 2019

Boston Area SWPP & QATC Regional Meeting – Tuesday, October 15

Boston Area SWPP & QATC Regional Meeting – Tuesday, October 15 (CHANGED FROM WINDSOR, CT SITE)

Join us for the Boston area SWPP & QATC Regional Meeting on Tuesday, October 15 from 8:30 a.m.-12:00 p.m. at the Eversource call center located at 247 Station Drive, Westwood, MA  02090.  You won’t want to miss this great opportunity to with your peers and discuss your toughest workforce management and quality assurance problems.

Join us for a great morning of education and networking. The agenda is as follows:

8:30-9:00 a.m. — Registration & Continental Breakfast
9:00-9:30 a.m. — Welcome and Keynote
9:30-9:45 a.m. — Hot Topic Roundup
9:45-11:45 a.m. — Hot Topic Discussion
11:45 a.m. — Wrap Up and Conclusion
12:00 p.m. — Optional Call Center Tour

Everyone is encouraged to attend this event. There is no charge for attending thanks to our hosts and sponsors.

Click here to register for this event.

Start: October 15, 2019 8:30 am
End: October 15, 2019 12:30 pm
Address:
Google Map
United States

October 7, 2019

Customer Contact Week Fall

https://www.customercontactweekfall.com

Start: October 7, 2019
End: October 11, 2019
Venue: Renaissance Austin
Address:
Google Map
Austin, TX, United States

September 17, 2019

QATC Annual Conference

Start: September 17, 2019
End: September 19, 2019
Venue: Hilton Downtown Hotel
Address:
Google Map
Nashville, TN, United States

August 22, 2019

Raleigh-Durham, NC SWPP & QATC Regional Meeting – Thursday, August 22

Join us for the Raleigh-Durham, NC area SWPP & QATC Regional Meeting on Thursday, August 22 from 9:00 a.m.-12:45 p.m. at the Blue Cross of North Carolina call center located at 4613 University Drive, Building 450 in Durham, NC.

You won’t want to miss this great opportunity to network with your peers and discuss your toughest workforce management and quality assurance problems.

Join us for a great morning of education and networking. The agenda is as follows:

9:00-9:30 a.m. — Registration & Continental Breakfast
9:30-10:00 a.m. — Welcome and Keynote
10:00-10:15 a.m. — Hot Topic Roundup
10:15 a.m.-12:00 p.m. — Hot Topic Discussion
12:00 p.m. — Wrap Up and Conclusion
12:15 p.m. — Optional Call Center Tour

Everyone is encouraged to attend this event. There is no charge for attending thanks to our hosts.

Here are driving directions from I-40:

Take I-40 to exit 270. Turn onto US 15/501(Durham-Chapel Hill Blvd.) headed toward Durham. Follow Durham-Chapel Hill Blvd. past Garrett Road. Stay in right two lanes and bear right to US 15/501 North.  Immediately stay in right lane and bear right onto Martin Luther King, Jr. Pkwy. Turn right at the first traffic light onto University Drive. Turn left at the second light, which is University Place. Building 450 will be the 2nd turn off on your right. Attendees should park in the parking deck E (adjacent to building 450 on the Blue Cross campus). The main entrance by building 450 is by the big blue statue. Someone will greet you in the lobby.

Start: August 22, 2019 9:00 am
End: August 22, 2019 12:00 pm
Venue: Blue Cross of North Carolina Call Center
Address:
Google Map
4613 University Drive, Building 450, Durham, NC, United States

August 22, 2019

Raleigh-Durham, NC SWPP & QATC Regional Meeting – Thursday, August 22

Join us for the Raleigh-Durham, NC area SWPP & QATC Regional Meeting on Thursday, August 22 from 9:00 a.m.-12:45 p.m. at the Blue Cross of North Carolina call center located at 4613 University Drive, Building 450 in Durham, NC.

You won’t want to miss this great opportunity to network with your peers and discuss your toughest workforce management and quality assurance problems.

Join us for a great morning of education and networking. The agenda is as follows:

9:00-9:30 a.m. — Registration & Continental Breakfast
9:30-10:00 a.m. — Welcome and Keynote
10:00-10:15 a.m. — Hot Topic Roundup
10:15 a.m.-12:00 p.m. — Hot Topic Discussion
12:00 p.m. — Wrap Up and Conclusion
12:15 p.m. — Optional Call Center Tour

Everyone is encouraged to attend this event. There is no charge for attending thanks to our hosts.

Here are driving directions from I-40:

Take I-40 to exit 270. Turn onto US 15/501(Durham-Chapel Hill Blvd.) headed toward Durham. Follow Durham-Chapel Hill Blvd. past Garrett Road. Stay in right two lanes and bear right to US 15/501 North.  Immediately stay in right lane and bear right onto Martin Luther King, Jr. Pkwy. Turn right at the first traffic light onto University Drive. Turn left at the second light, which is University Place. Building 450 will be the 2nd turn off on your right. Attendees should park in the parking deck E (adjacent to building 450 on the Blue Cross campus). The main entrance by building 450 is by the big blue statue. Someone will greet you in the lobby.

Click here to register for this meeting.

Start: August 22, 2019 9:00 am
End: August 22, 2019 1:00 pm
Address:
Google Map
United States

August 21, 2019

Toronto Area SWPP & QATC Regional Meeting – Wednesday, August 21

Join us for the Toronto area SWPP & QATC Regional Meeting on Wednesday, August 21 from 8:30 a.m.-12:00 p.m. at CIBC located at 750 Lawrence Ave W, Toronto, Ontario.

You won’t want to miss this great opportunity to network with your peers and discuss your toughest workforce management and quality assurance problems.

Join us for a great morning of networking.  The agenda is as follows:

8:30-9:00 a.m. — Registration & Continental Breakfast
9:00-9:30 a.m. — Welcome and Keynote
9:30-9:45 a.m. — Hot Topic Roundup
9:45-11:45 a.m. — Hot Topic Discussion
11:45 a.m.-12:00 p.m. — Wrap Up and Conclusion
12:00 p.m. -- Optional Call Center Tour

Everyone is encouraged to attend this event. There is no charge for attending thanks to our hosts.

Click here to register for this meeting.

Start: August 21, 2019 8:30 am
End: August 21, 2019 12:30 pm
Address:
Google Map
United States

August 15, 2019

Denver SWPP & QATC Regional Meeting – Thursday, August 15

Join us for the Denver area SWPP & QATC Regional Meeting on Thursday, August 15 from 8:30 a.m.-12:30 p.m. at the T. Rowe Price Call Center at 2220 Briargate Parkway, Building 2, in Colorado Springs, CO.  You won’t want to miss this great opportunity to with your peers and discuss your toughest workforce management and quality assurance problems.

Join us for a great morning of education and networking. The agenda is as follows:

8:30-9:00 a.m. — Registration & Continental Breakfast
9:00-9:30 a.m. — Welcome and Keynote
9:30-9:45 a.m. — Hot Topic Roundup
9:45-11:45 a.m. — Hot Topic Discussion
11:45 a.m. — Wrap Up and Conclusion
12:00 p.m. — Optional Call Center Tour

Everyone is encouraged to attend this event. There is no charge for attending thanks to our hosts.

Click here to register

Start: August 15, 2019 8:30 am
End: August 15, 2019 12:30 pm
Address:
Google Map
United States

July 29, 2019

Aspect ACE 2019

https://www.aspect.com/ace2019

Start: July 29, 2019
End: August 1, 2019
Venue: The Venetian
Address:
Google Map
Las Vegas, NV, United States

June 24, 2019

Customer Contact Week

www.customercontactweek.com/‎

Start: June 24, 2019
End: June 28, 2019
Venue: The Mirage
Address:
Google Map
Las Vegas, NV, United States

June 19, 2019

Seattle Area SWPP & QATC Regional Meeting,Wednesday, June 19, 2019

Join us for the Seattle area SWPP & QATC Regional Meeting on Wednesday, June 19, 2019 from 8:30 a.m.-12:30 p.m. at the Costco Call Center located at 845 Lake Dr. in Issaquah, WA.  You won’t want to miss this great opportunity to with your peers and discuss your toughest workforce management and quality assurance problems.

Join us for a great morning of education and networking. The agenda is as follows:

8:30-9:00 a.m. — Registration & Continental Breakfast
9:00-9:30 a.m. — Welcome and Keynote
9:30-9:45 a.m. — Hot Topic Roundup
9:45-11:45 a.m. — Hot Topic Discussion
11:45 a.m. — Wrap Up and Conclusion
12:00 p.m. — Optional Call Center Tour

Everyone is encouraged to attend this event. There is no charge for attending thanks to our hosts.

Click here to register for this exciting event!

Start: June 19, 2019 8:00 am
End: June 19, 2019 12:00 pm
Venue: Costco Call Center
Address:
Google Map
Issaquah, WA, United States

June 3, 2019

Customer Service Summit West

https://events.incite-group.com/cs/

Start: June 3, 2019
End: June 4, 2019
Venue: Hilton San Diego Resort & Spa
Address:
Google Map
San Diego, CA, United States

June 3, 2019

Customer Service Summit West

https://events.incite-group.com/cs/

Start: June 3, 2019
End: June 4, 2019
Venue: Hilton San Diego Resort & Spa
Address:
Google Map
San Diego, CA, United States

May 20, 2019

Verint Engage 2019

Start: May 20, 2019
End: May 23, 2019
Venue: Loews Sapphire Falls Resort
Address:
Google Map
Orlando, FL, United States

May 17, 2019

Trust Destructors: The Top 5 Ways to Ruin Engagement with Your Coaching Practices.

One of the greatest ways we build trust with employees is through review and discussion of their work performance. Our fairness, honesty, courage, and advocacy during coaching contributes to our credibility, which affects employees' engagement, performance, and retention. It's hard to be direct and courageous when it comes to discussing peoples' work behaviors though, and there are several ways we can fail at it miserably! Come to this session to learn what not to do to ensure employee engagement. – Speaker: Melissa Pollock, AmplifAI Solutions, Inc.
https://swpp.webex.com/swpp/onstage/g.php?MTID=ed476f4bb39f0dede5d7b028cedea4018
Start: May 17, 2019 11:00 am
End: May 17, 2019 12:00 pm
Address:
Google Map
United States

May 13, 2019

Contact Center Expo

Contact Center Expo

We think a past attendee describes it best:

"If you work in or manage or are responsible for a contact center, you should be here. The amount of information, vendors, support and appreciation for the work we do was truly motivating and genuine. It was much more than an expo... it was 2-4 days packed with eye opening presentations that were both present and future facing. It was industry leaders with their finger on the pulse sharing experiences and best practices.  Thank you, Johnstone Supply/The Ware Group, for allowing me to attend and have renewed focus and awesome ideas." - A. Norman, Customer Service Manager.

https://www.icmi.com/Contact-Center-Expo-Conference

 

Start: May 13, 2019
End: May 16, 2019
Venue: The Diplomat Resort
Address:
Google Map
Ft. Lauderdale, FL, United States

April 30, 2019

Yield Results in Your Quality Program: Key Decision Points to Drive Improvement. — April 30 @ 1:00 CT

 This last session in the 7-Part Quality Training Series provides a road-map for your quality program to ensure you are leveraging your efforts to drive agent performance, process improvement and customer satisfaction.  Join in the discussion of the most common questions asked: How many calls should we be monitoring? How can we change the perception of quality at “big brother is watching you”?  How can quality efforts help to track VOC (voice of the customer)?  We will examine some of the most common mistakes made in quality monitoring and help you identify what needs re-working so you can YIELD the most results in your own quality program.

The seven-part QUALITY Series will be presented on consecutive Tuesdays starting on March 19 and running through April 30, 2019 from 1:00-2:00 p.m. CT.

Click here to register for this exciting series!

 

 

 

 

 

 

Start: April 30, 2019 1:00 pm
End: April 30, 2019 2:00 pm
Address:
Google Map
United States

April 23, 2019

Train and Develop Through Call Coaching: Delivering Meaningful Feedback and Positive Reinforcement. — April 23 @ 1:00 CT

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 consistent and 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, TRAIN and develop behaviors required to meet process requirements and create a satisfying, memorable customer experience.

 

https://netforum.avectra.com/eweb/Shopping/Shopping.aspx?Site=qatc&WebCode=Shopping&cart=0

Start: April 23, 2019 1:00 pm
End: April 23, 2019 2:00 pm
Address:
Google Map
United States

April 23, 2019

SWPP Annual Conference

Start: April 23, 2019
End: April 25, 2019
Venue: Omni Nashville Hotel
Address:
Google Map
Nashville, TN, United States

April 16, 2019

Improve Consistency Through Calibration: Conduct Effective Quality Calibration Sessions. — April 16 @ 1:00 CT

Calibration is a comparison between measures.  In a call center it is an ongoing process where quality specialists and call center supervisors complete evaluations on a single call, measure the variance and reconcile the differences.  In the end, it is a center’s degree of calibration that IMPROVES consistency in quality, both in the application of standards to call behaviors and in the frontline performance which impacts your customers. In this session, you will learn the key decision points for creating an effective calibration program, how to measure call calibration and best practices in conducting a productive calibration session.

https://netforum.avectra.com/eweb/Shopping/Shopping.aspx?Site=qatc&WebCode=Shopping&cart=0

 

Start: April 16, 2019 1:00 pm
End: April 16, 2019 2:00 pm
Address:
Google Map
United States

April 15, 2019

NICE Interactions 2019

https://www.nice.com/interactions/index.html

Start: April 15, 2019
End: April 17, 2019
Venue: Aria Hotel & Casino
Address:
Google Map
Las Vegas, NV, United States

April 9, 2019

Link Quality Standards to Training Descriptions: Create Definitions of Behavioral Expectations. — April 9 @ 1:00 CT

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 (QSDs).  This session provides a template to LINK quality to training by providing meaning descriptions of desirable and undesirable behaviors, typical scenarios and related center goals.  Learn ways to write definitions for the more challenging quality standards:  tone, empathy and call control.

 

https://netforum.avectra.com/eweb/Shopping/Shopping.aspx?Site=qatc&WebCode=Shopping&cart=0

 

Start: April 9, 2019 1:00 pm
End: April 9, 2019 2:00 pm
Address:
Google Map
United States

April 2, 2019

Apply a Scoring Scheme that Drives Critical Quality Behaviors: Measure and Motivate Agents to Perform Critical Behaviors. — April 2 @ 1:00 CT

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. But how do you APPLY the right scoring hierarchy? In this session, you will learn a prioritizing methodology to identify relative importance used to create an effective scoring scheme for measuring quality and motivating your agents

 

https://netforum.avectra.com/eweb/Shopping/Shopping.aspx?Site=qatc&WebCode=Shopping&cart=0

Start: April 2, 2019 1:00 pm
End: April 2, 2019 2:00 pm
Address:
Google Map
United States

March 27, 2019

Call & Contact Center Expo

The Call & Contact Centre Expo is Europe’s leading event for call & contact centre professionals, where the most proactive professionals descend on the ExCeL, all hungry to find the tips, techniques, innovations and strategies they need to transform themselves, and their companies, into the biggest names within customer engagement.

All under one roof, experts from the likes of Google, BT, IBM and Oracle will be on hand to enlighten visitors with the very best guidance available; while an array of the industry’s biggest brands and most innovative suppliers will be showcasing the solutions shaping the future of call & contact centres.

 

Head over to the website or grab your FREE ticket now because this is THE place to be!

 

Call & Contact Centre Expo - www.callandcontactcentreexpo.co.u

Start: March 27, 2019
End: May 28, 2019
Venue: ExCel
Address:
Google Map
London, United Kingdom

March 26, 2019

Utilize a Quality Process Design: Build a Quality Form to Support Desired Performance. — March 26 @ 1:00 CT

Creating a comprehensive set of call standards requires getting the right people in your call center to collaborate and construct a set of call requirements that can be used to analyze customer interactions to develop your frontline staff. This session provides the blueprint you’ll UTILIZE to develop your center’s QM evaluation form.  Learn what is involved in every step of the process: call flow mapping, skill grouping, identification of behavior-based standards, defining, scoring, validating and more!

Click here to register!

Start: March 26, 2019 1:00 pm
End: March 26, 2019 2:00 pm
Address:
Google Map
United States

March 19, 2019

Qualify Your QM Program: Determine Requirements Best Suited to Your Call Center. — March 19 @ 1:00 CT – no cost for this session

This lead-off session in the 7-Part Quality Training Series is devoted to making sure your quality monitoring and evaluation program is driving results that matter.  Are your aligning quality standards and measures to your organization’s business drivers?  In this session, we will review business objectives and call center KPIs to help you identify corresponding quality initiatives that QUALIFY your QM program as an integral component to improve frontline performance, operations efficiency and customer satisfaction.   Click here to register and try out this series!

Start: March 19, 2019 1:00 pm
End: March 19, 2019 2:00 pm
Address:
Google Map
United States

February 12, 2019

SWPP & QATC Regional Meeting

Start: February 12, 2019
End: February 12, 2019
Venue: Costco Call Center
Address:
Google Map
Issaquah, WA, United States

November 29, 2018

Salt Lake City, UT Area SWPP & QATC Regional Meeting, Thursday, November 29, 2018 — Details here

Join us for the Salt Lake City, UT area SWPP & QATC Regional Meeting on Thursday, November 29 from 8:30 a.m.-12:30 p.m. at the StubHub Call Center located at 173 W Election Road in Draper, UT 84020.  You won’t want to miss this great opportunity to meet with your peers and discuss your toughest workforce management and quality assurance problems.

Join us for a great morning of education and networking. The agenda is as follows:

8:30-9:00 a.m. — Registration & Continental Breakfast

9:00-9:30 a.m. — Welcome and Keynote

9:30-9:45 a.m. — Hot Topic Roundup

9:45-11:45 a.m. — Hot Topic Discussion

11:45 a.m. — Wrap Up and Conclusion

12:00 p.m. — Optional Call Center Tour

Everyone is encouraged to attend this event. There is no charge for attending thanks to our hosts.

Click here to register

Start: November 29, 2018 8:00 am
End: November 29, 2018 12:30 pm
Venue: StubHub Call Center
Address:
Google Map
173 W Election Road, Draper, UT, United States, 84020

November 14, 2018

Sponsor Webinar — Gen Z & AI: Get Phigital with Customer & Employee Expectations

Speaker: Sheila McGee-Smith

Date/Time: November 14 @ 12pm EST

Overview: Vital to business adaption, survival and success is understanding the social and technological trends that are driving change, and who is leading them. Meet Gen Z, the up-and-coming generation.  Different from their millennial predecessors, Gen Zers are quickly becoming powerful influencers both as consumers and as employees. Join Customer Experience & Contact Center Industry Analyst, Sheila McGee-Smith, as she discusses who exactly Gen Z is and how to delight Gen Z as a customer and prepare for them as an engaged part of your workforce.

Click here to register for this complimentary webinar: http://www2.teleopti.com/webinar-SWPP-Nov-2018

Start: November 14, 2018 12:00 pm
End: November 14, 2018 1:00 pm
Address:
Google Map
United States

October 25, 2018

Boston Area SWPP & QATC Regional Meeting – Thursday, October 25

Join us for the Boston area SWPP & QATC Regional Meeting on Thursday, October 25 from 8:30 a.m.-12:00 p.m. at  the Blue Cross Blue Shield of Massachusetts call center located at One Enterprise Drive in Quincy, MA.

You won’t want to miss this great opportunity to with your peers and discuss your toughest workforce management and quality assurance problems.

Join us for a great morning of education and networking. The agenda is as follows:

8:30-9:00 a.m. — Registration & Continental Breakfast
9:00-9:30 a.m. — Welcome and Keynote
9:30-9:45 a.m. — Hot Topic Roundup
9:45-11:45 a.m. — Hot Topic Discussion
11:45 a.m.-12:00 p.m. — Wrap Up and Conclusion
12:00 p.m. — Optional Call Center Tour

Visitor Parking is clearly marked and located in front of the building.

Everyone is encouraged to attend this event. There is no charge for attending thanks to our hosts.

Click here to register for this exciting event!

Start: October 25, 2018 8:30 am
End: October 25, 2018 12:00 pm
Address:
Google Map
One Enterprise Drive, Quincy, MA, United States

October 18, 2018

Sacramento Area SWPP & QATC Regional Meeting – Friday, November 9

Join us for the Sacramento area SWPP & QATC Regional Meeting on Friday, November 9, 2018 from 8:30 a.m.-12:30 p.m. at the Blue Shield of California call center located at 4203 Town Center Blvd., El Dorado Hills, CA 95762.  You won’t want to miss this great opportunity to with your peers and discuss your toughest workforce management and quality assurance problems.

Join us for a great morning of education and networking. The agenda is as follows:

8:30-9:00 a.m. — Registration & Continental Breakfast
9:00-9:30 a.m. — Welcome and Keynote
9:30-9:45 a.m. — Hot Topic Roundup
9:45-11:45 a.m. — Hot Topic Discussion
11:45 a.m.-12:00 p.m. — Wrap Up and Conclusion
12:00 p.m. — Optional Call Center Tour

Everyone is encouraged to attend this event. There is no charge for attending thanks to our hosts.

Click here to register for this exciting event!

Start: October 18, 2018
End: October 18, 2018
Venue: Blue Cross Blue Shield of California
Address:
Google Map
El Dorado Hills, CA, United States, 95762
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