Calendar of Events

Event List Calendar

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

September 17, 2018

2018 QATC Annual Conference

Mark Your Calendar!
2018 QATC Annual Conference
Monday-Wednesday, September 17-19
Gaylord Opryland Hotel, Nashville, TN

Click here for more information or to register for this exciting event!

Start: September 17, 2018
End: September 19, 2018
Address:
Google Map
United States

July 20, 2018

Raleigh-Durham NC Area QATC & SWPP Regional Meeting, Friday July 20

Raleigh-Durham, NC SWPP & QATC Regional Meeting – Friday, July 20

Join us for the Raleigh-Durham, NC area SWPP & QATC Regional Meeting on Friday, July 20 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: July 20, 2018 9:00 am
End: July 20, 2018 12:45 pm
Venue: Blue Cross of North Carolina Call Center
Address:
Google Map
4613 University Drive, Building 450, Durham, NC, United States

June 7, 2018

The Customer Service Summit West – June 7 – 8, 2018

The Customer Service Summit West
JUNE 7 - 8, 2018|Hilton San Diego Mission Valley|San Diego, US

The Customer Service Summit West (June 7-8, San Diego);

Brings together an unrivalled list of senior leaders from the world’s biggest brands, purpose-built to guide you seamlessly into the future of customer success, social care, and multichannel customer service.

Join 150+ customer leaders and 25+ expert speakers - all working in-house at globally recognizable brands - and hear the latest ground-breaking insights on topics such as: scalability, personalization, self-service, customer-centric transformation and much more!

Find out more: https://www.incite-group.com/cs/

Discount code for SWPP offering $200 off registration: 4929SWPP200
Start: June 7, 2018
End: June 8, 2018
Venue: Hilton San Diego Mission Valley
Address:
Google Map
901 Camino Del Rio South, San Diego, CA, United States, 92108

May 21, 2018

ICMI Contact Center Expo – May 21 – May 24, 2018

ICMI Contact Center Expo unites professionals looking to further their knowledge in an industry in constant transformation. As customer expectations continue to rise, it’s up to us—the contact center professionals—to rise with them.

At Contact Center Expo you’ll experience: Keynote speakers that will inspire you professionally and personally; workshops, sessions and training that will take your skills and knowledge to the next level; contact center tours that will enlighten you; a jam-packed Expo Hall with technology and service solutions to improve operations; and networking events that bridge the way to new professional connections.

When we come together, whether it’s within our organization or outside, we strengthen our industry, our customer relationships, and ourselves.

Learn more or download the program guide at: ICMI.com/CCExpo. Then register with code QATC and save $200 off current pricing.* Unfortunately this discount cannot be applied to the 4-day plus pass.

 

Start: May 21, 2018
End: May 24, 2018
Venue: Walt Disney World Dolphin Resort
Address:
Google Map
1500 EPCOT Resorts Blvd, Lake Buena Vista, FL, United States, 32820

May 4, 2018

St. Louis Area QATC & SWPP Regional Meeting, Friday, May 4, 2018

St. Louis SWPP & QATC Regional Meeting – Friday, May 4

Join us for the St. Louis area SWPP & QATC Regional Meeting on Friday, May 4 from 8:30 a.m.-12:30 p.m. at the Edward Jones call center located at 12555 Manchester Rd. in Des Peres, MO.

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: May 4, 2018 8:30 am
End: May 4, 2018 12:30 pm
Venue: Edward Jones Call Center
Address:
Google Map
12555 Manchester Road, Des Peres, MO, United States

April 20, 2018

Columbus, OH Area QATC & SWPP Regional Meeting, Friday, April 20, 2018

Columbus, OH SWPP & QATC Regional Meeting – Friday, April 20

Join us for the Columbus, OH area SWPP & QATC Regional Meeting on Friday, April 20 from 8:30 a.m.-12:30 p.m. at the Cardinal Health call center located at 5515 Park Center Circle in Dublin, OH.  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 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 exciting event!

Start: April 20, 2018 8:30 am
End: April 20, 2018 12:30 pm
Venue: Cardinal Health Call Center
Address:
Google Map
5515 Park Center Circle, Dublin, OH, United States

April 12, 2018

QUALITY Web Series: Yield Results in Your Quality Program: Key Decision Points to Drive Improvement.

Yield Results in Your Quality Program:  Key Decision Points to Drive Improvement. This last session in the Quality Series provides a roadmap 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.

April 12 / 1pm CT

Click here for more information or to register for this exciting web seminar.

Start: April 12, 2018 1:00 pm
End: April 12, 2018 2:00 pm
Address:
Google Map
United States

April 10, 2018

Indianapolis QATC & SWPP Regional Meeting – Tuesday April 10

Join us for the Indianapolis area SWPP & QATC Regional Meeting on Tuesday, April 10 from 8:30 a.m.-12:30 p.m. at the Bluegreen Corporation call center located at 3500 DePauw Blvd. in Indianapolis.  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 in the Pyramid #3, LL (lower level), Rooms A & B.  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.

Click here to register for this exciting event!

Start: April 10, 2018 8:30 am
End: April 10, 2018 12:30 pm
Venue: Bluegreen Corporation Call Center
Address:
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3500 DePawu Blvd., Indianapolis, IN, United States

April 5, 2018

QUALITY Web Series: Train and Develop Through Call Coaching: Deliver Meaningful Feedback and Positive Reinforcement.

Train and Develop Through Call Coaching:  Deliver Meaningful Feedback and Positive Reinforcement. 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 create a coaching plan, delivery feedback, and 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.

April 5 / 1pm CT

Click here for more information or to register for this exciting web seminar.

Start: April 5, 2018 1:00 pm
End: April 5, 2018 2:00 pm
Address:
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United States

March 29, 2018

QUALITY Web Series: Improve Consistency Through Calibration: Conduct Effective Quality Calibration Sessions.

Improve Consistency Through Calibration:  Conduct Effective Quality Calibration Sessions. Calibration is an ongoing process where a team of quality specialists, coaches, supervisors, and perhaps frontline staff 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 frontline performance. 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.

March 29 / 1pm CT

Click here for more information or to register for this exciting web seminar.

Start: March 29, 2018 1:00 pm
End: March 29, 2018 2:00 pm
Address:
Google Map
United States

March 22, 2018

QUALITY Web Series: Link Quality Standards to Training Descriptions: Create Definitions of Behavioral Expectations.

Link Quality Standards to Training Descriptions:  Create Definitions of  Behavioral Expectations.   Once 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 Quality Standard Definitions (QSDs).  This session provides a template to LINK quality to training by providing meaningful 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.

March 22 / 1pm CT

Click here for more information or to register for this exciting web seminar.

Start: March 22, 2018 1:00 pm
End: March 22, 2018 2:00 pm
Address:
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United States

March 15, 2018

QUALITY Web Series: Apply a Successful Scoring Scheme: Measure and Motivate Agents to Perform Critical Behaviors.

Apply a Successful Scoring Scheme: Measure and Motivate Agents to Perform Critical Behaviors. Once you’ve determined the essential call behaviors, the next step is to construct a scoring scheme supports performance achievement. While all of your quality standards are important, some are missioncritical and therefore deserve higher values to ensure your agents are focused on them.  Learn how to APPLY the right scoring hierarchy, to ensure you are measuring quality and motivating your agents.

March 15 / 1pm CT

Click here for more information or to register for this exciting web seminar.

Start: March 15, 2018 1:00 pm
End: March 15, 2018 2:00 pm
Address:
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United States

March 8, 2018

QUALITY Web Series: Utilize Quality Process Design: Build a Quality Form to Support Desired Performance.

Utilize Quality Process Design:  Build a Quality Form to Support Desired Performance. Creating a comprehensive set of call standards requires collaboration and construction of a set of call requirements that can be used to analyze customer/staff interactions. 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, behavior-based standards definition, scoring, validating and more.

March 8 / 1pm CT

Click here for more information or to register for this exciting web seminar.

Start: March 8, 2018 1:00 pm
End: March 8, 2018 2:00 pm
Address:
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United States

March 6, 2018

Tampa QATC/SWPP Regional Meeting

Join us for the Tampa area SWPP & QATC Regional Meeting on Tuesday, March 6 from 8:30 a.m.-12:30 p.m. at the T. Rowe Price call center located at 4211 West Boy Scout Blvd. in Tampa, FL.

Click here for more information or to register for this exciting event.

Start: March 6, 2018 8:30 am
End: March 6, 2018 12:30 pm
Address:
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United States

March 6, 2018

Tampa QATC/SWPP Regional Meeting

Tampa SWPP & QATC Regional Meeting – Tuesday, March 6

Join us for the Tampa area SWPP & QATC Regional Meeting on Tuesday, March 6 from 8:30 a.m.-12:30 p.m. at the T. Rowe Price call center located at 4211 West Boy Scout Blvd. in Tampa, FL.

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. — Luncheon & 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: March 6, 2018 8:30 am
End: March 6, 2018 12:30 pm
Venue: T. Rowe Price Call Center
Address:
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4211 West Boy Scout Blvd, Tampa, FL, United States

March 1, 2018

QUALITY Web Series: Qualify Your QM Program: Determine Requirements Best Suited to Your Call Center.

Qualify Your QM Program: Determine Requirements Best Suited to Your Call Center. The kick-off session in the 7-Part Quality Series is devoted to ensuring your quality monitoring program is driving results that matter.  Learn to align quality standards and measures to your organization’s business drivers.  With hands-on activities,  you will review business objectives and call center KPIs to identify corresponding quality initiatives. This session will help you QUALIFY your QM program as an integral component to improve frontline performance, operations efficiency, and customer satisfaction.

March 1 / 1pm CT

Click here for more information or to register for this exciting web seminar.

Start: March 1, 2018 1:00 pm
End: March 1, 2018 2:00 pm
Address:
Google Map
United States

February 1, 2018

QATC Web Seminar — Your Coaches Need Coaching, Too!

Your Coaches Need Coaching, Too!  Coaches play a key role in the success of your employees. Has your company adopted a particular coaching model and have all your coaches been trained? What do you do beyond that training to ensure your coaches are using the model properly and encouraging the reps for good work while also lining up plans for opportunities to improve? The speakers in this session will share what they’re doing and provide insight that could work in your contact center. -- Speakers: Debbie Short, Cokesbury, & Todd Gladden, PlanMen

Thursday, February 1, 2018
10:00-11:00 am CT

Click here to register:  https://swpp.webex.com/swpp/onstage/g.php?MTID=efbe58d021da9151f1c9a2e61227499d9

Start: February 1, 2018 10:00 am
End: February 1, 2018 11:00 am
Address:
Google Map
United States

January 24, 2018

QATC Web Seminar — Selling Quality at an Organization Level: Building an Effective Business Case

Selling Quality at an Organization Level: Building an Effective Business Case.  Everyone knows that quality is integral to the success of the organization, right? Sure they do, which begs the question, can it be proven? The bottom line is, advancements in your quality program are dependent on your ability to not only sell the value of such a program but to prove where quality efforts have paid off for the organization. Let’s build a case for quality together that you can take back and sell! – Speaker: Penny Tootle, Utilligent

Wednesday, January 24, 2018
1:00-2:00 pm CT

Click here to register:  https://swpp.webex.com/swpp/onstage/g.php?MTID=ecac78ae8a449fcd67e46a08c8aaf7f2f

Start: January 24, 2018 1:00 pm
End: January 24, 2018 2:00 pm
Address:
Google Map
United States

December 7, 2017

QATC Web Seminar — Data and Numbers – How Are You Using Them?

Data and Numbers – How Are You Using Them?  You are creating results and reports that provide numbers and data to those individuals interested in the results, right? What are you doing with those numbers? What are they doing with your reports? Are you in the trap of generating numbers and reports but nothing is happening other than your routine creation of them? Join this interactive discussion to talk about the who, how, and why behind numbers being generated in the quality team and how they can actually be actionable. – Speaker: Barb Bleiler, WPS Health Solutions

Thursday, December 7
10:00-11:00 am CT

Click here to register:  https://swpp.webex.com/swpp/onstage/g.php?MTID=ef8514bb2ae44d3865c9eb0f0dbee0af3

Start: December 7, 2017 10:00 am
End: December 7, 2017 11:00 am
Address:
Google Map
United States

November 16, 2017

The Customer Service Summit

The Customer Service Summit

November 16-17, 2017
New York, New York

 

The Customer Service Summit (November 16-17, New York);

Returning for a seventh year to New York in November 2017, The Customer Service Summit will again bring together an unrivalled list of major brand leaders to guide you into the future of customer care and social media customer service.

Hear from leaders at Samsung, JetBlue, Microsoft, Verizon, Twitter, Symantec, L’Occitane en Provence, Alaska Airlines, Wells Fargo, New York Jets, Rogers and gain actionable insight into 2018’s biggest challenges and opportunities:

  • Effortless Resolution: Boost satisfaction by achieving effortless in channel resolution - fully embed social, community, chat and messenger into your contact center operations
  • Personalization at Scale: Befriend your customer with a bespoke experience – Desilo your data and equip your agents with the knowledge and context to understand every customer
  • Proactive Support: Solve issues before they become complaints – Nurture and inform a self-servicing online community to reduce incoming volumes and create brand advocates
  • Future Technologies: AI, Bots and messenger are revolutionizing support, but you still need to navigate a minefield of implementation issues. Hear real-world examples from brand leaders

Visit https://www.incite-group.com/events/customerservice/ or contact aaron@incite-group.com for more details.

Use this  Discount Code for a $200 discount to this event:  SWPP200

Start: November 16, 2017
End: November 17, 2017
Venue: Marriott Brooklyn Bridge
Address:
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New York, NY, United States

November 1, 2017

QATC Web Seminar — Diagnosing and Coaching Performance Problems

Whether you coach frontline staff directly or train others how to do so, it's important to have a standard model for defining expectations, diagnosing performance gaps, and using the right approach for coaching.  In this session, you will learn about a performance management model that can be used to bring out the best performance of your staff.  We'll examine the main reasons for non-performance and what coaching techniques to use for each problem scenario.  – Speaker: Penny Reynolds

Wednesday, Nov. 1
1:00-2:30 pm CT

Click here to register:  https://swpp.webex.com/swpp/onstage/g.php?MTID=e4f0e14ae24d3c633efea7168961a2d20

Start: November 1, 2017 1:00 pm
End: November 1, 2017 2:30 pm
Address:
Google Map
United States

September 25, 2017

ICMI Contact Center Demo – Las Vegas, NV

Your Future Contact Center Is Here!

Within nearly every organization, the contact center is increasing in importance. With that, so does the pressure to improve customer and employee engagement, elevate satisfaction, utilize data better, and deliver results on their organization's mission and bottom line. Attending ICMI Contact Center Demo will empower you with the knowledge, tools, and resources to achieve and exceed today's expectations, as well as the future expectations of your contact center. It’s where contact center professionals belong!

The Six 2017 Learning Tracks Include:

Boost Your Culture - Ideas to tackle the tough issues of hiring, mentoring, coaching, and motivating.

 

Maximize Productivity - Critical insights and techniques into knowledge management, QA, workforce management, forecasting, and operational efficiency.

 

Elevate Your Leadership - Best practices from industry frontrunners to help lead your team to success.

 

Optimize Technology - Approaches to select and implement contact center solutions that will optimize performance.

 

Drive Customer Success - The inside scoop on customer experience, surveys, loyalty, journey mapping, and customer satisfaction.

 

Achieve Metrics Nirvana - Learn the latest approaches to analytics, customer effort measurement, ROI, big data, and communicating results.

Download the program at ICMI.com/CCDemo

Start: September 25, 2017
End: September 27, 2017
Venue: Mandalay Bay
Address:
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3950 S Las Vegas Blvd, Las Vegas, NV, United States, 89119

September 19, 2017

2017 QATC Annual Conference

2017 QATC Annual Conference

September 19-21

Loews Vanderbilt Hotel

Nashville, TN

For more information, please go to https://qatc.org/annual-convention/.

 

 

 

 

Start: September 19, 2017
End: September 21, 2017
Address:
Google Map
United States

May 22, 2017

ICMI Contact Center Expo & Conference

Delivering Exceptional Customer Experiences in a Complex & Changing World

We’re in a new era of customer experiences that’s placing demands on organizations like never before. For contact center leaders, the importance of leveraging the right technologies, delivering service in the most effective channels, and balancing people, processes, and automation is at an all-time high.

Also, the pace of service requires companies to respond and adapt quickly or find themselves left behind.The stakes are high, and the need is great. Attend ICMI’s Contact Center Expo & Conference to discover the tips, tricks, and best practices that your contact center can implement today to ensure that your organization delivers exceptional customer experiences in a complex and changing world.

ICMI.com/Contact-Center-Expo-Conference

Start: May 22, 2017
End: May 25, 2017
Venue: ICMI Contact Center Expo & Conference
Address:
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Walt Disney World Resort, Orlando, FL, United States

May 8, 2017

Interactions — NICE User Conference

Interactions -- NICE User Conference

May 8-10

Las Vegas, NV

www.nice.com

Start: May 8, 2017
End: May 10, 2017
Address:
Google Map
United States

May 7, 2017

ACE — Aspect User Conference

ACE -- Aspect User Conference

May 7-10

Orlando, FL

www.aspect.com

Start: May 7, 2017
End: May 10, 2017
Address:
Google Map
United States

March 20, 2017

Customer Contact Week Europe

Customer Contact Week Europe

March 20-22

London, England

https://www.ccweurope.com

Start: March 20, 2017
End: March 22, 2017
Address:
Google Map
United States
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