Calendar of Events

Event List Calendar

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:
Google Map
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:
Google Map
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

November 15, 2016

ICMI Symposium – San Diego, CA

www.icmi.com/symposium

Start: November 15, 2016
End: November 18, 2016
Address:
Google Map
United States

September 20, 2016

2016 QATC Annual Conference

2016 QATC Annual Conference
Tuesday-Thursday, September 20-22
Nashville Marriott at Vanderbilt University
Nashville, TN

Are you looking for one place to find the latest information on Quality Assurance and Training trends and technologies in the contact center?  Would you like to have the opportunity to network with your Quality Assurance and Training peers and discuss your toughest challenges?  If so, then there is a conference designed specifically for you!

Register today for the 2016 Quality Assurance & Training Connection (QATC) Annual Conference, which is set for Tuesday-Thursday, September 20-22, at the Nashville Marriott at Vanderbilt University in Nashville, TN.

The draft agenda is on the website, and you don’t want to miss this exciting event.   Attendees can take advantage of five concurrent sessions during each time slot, as well as plenty of time for networking with your peers.  Click here to view the draft agenda:  https://qatc.org/annual-convention/conference-agenda/.

Start: September 20, 2016
End: September 22, 2016
Venue: Nashville Marriott at Vanderbilt
Address:
Google Map
Nashville, TN, United States

June 27, 2016

Call Center Week

www.callcenterweek.com

Start: June 27, 2016
End: July 1, 2016
Venue: The Mirage
Address:
Google Map
Las Vegas, NV, United States

June 21, 2016

ICMI Symposium – Alexandria, VA

www.icmi.com/symposium

Start: June 21, 2016
End: June 24, 2016
Address:
Google Map
United States

May 10, 2016

ICMI Contact Center Expo & Conference

ICMI Contact Center Expo & Conference

May 10 – 13, 2016

Long Beach, CA

Contact Center Expo & Conference is the premiere global event for customer care professionals, attracting over 1500 attendees from around the world, representing organizations of all sizes and in a variety of industries. The event has a strong reputation for providing practical, high-quality, product-neutral education delivered by effective speakers who represent the best in the business. Sessions include topics covering hiring & coaching, quality of social service, developing a best in class customer care team, maximizing the ROI of your training program, plus much more.
Save $200 when you register with code QATC. Download Program >

Start: May 10, 2016
End: May 13, 2016
Venue: Long Beach Convention Center
Address:
Google Map
Long Beach, CA, United States

March 2, 2016

QATC Web Seminar: Essential Concepts of Call Center Rewards and Recognition

QATC Quarterly Member Web Seminar -- March 2 -- 1:00-2:00 CT

Essential Concepts of Call Center Rewards and Recognition.

If your call center staff aren’t happy, your customers won’t be happy. With customer satisfaction depending on the quality of the agent/customer transaction, it’s critical to keep your staff for the long term and motivate them to perform well.  This session outlines several basic but important motivational theories and discusses how to apply the concepts to the call center workplace. You'll hear dozens of ideas and case studies about what’s working well in other call centers to keep the staff motivated and happy.

Seminar attendees will learn to:

  • Outline the basic components of motivational theory and how it applies in the workplace.
  • Describe the six different ways to motivate call center employees.
  • Describe the implications of using individual versus team rewards.
  • Identify some new, creative ideas for creating a motivating workplace.

Speaker: Penny Reynolds

Click here to register:  https://swpp.webex.com/swpp/onstage/g.php?MTID=e22037bfd7274548e2b815ced1816c51b

 

Start: March 2, 2016 1:00 pm
End: March 2, 2016 2:00 pm
Address:
Google Map
United States

November 10, 2015

ICMI Training Symposium – Scottsdale | Nov 10-13

https://www.icmi.com/Symposiums/Scottsdale

The Workforce Management Boot Camp

Contact Center Strategy

Essential Skills and Knowledge for CC Mgmt

Monitoring and Coaching

People Management

More than Metrics

Small Contact Center Workshop

Start: November 10, 2015
End: November 13, 2015
Address:
Google Map
Scottsdale, AZ, United States

November 10, 2015

ICMI Training Symposium

https://www.icmi.com/Symposiums/Scottsdale

Start: November 10, 2015
End: November 13, 2015
Address:
Google Map
Scottsdale, AZ, United States

November 2, 2015

WFM Virtual Conference

www.ecrmevents.com

Start: November 2, 2015
End: November 6, 2015
Address:
Google Map
United States

October 19, 2015

Contact Center Demo & Conference

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

Start: October 19, 2015
End: October 21, 2015
Venue: Rio Hotel
Address:
Google Map
Las Vegas, NV, United States

September 22, 2015

QATC Annual Conference

www.qatc.org

Start: September 22, 2015
End: September 24, 2015
Venue: Marriott at Vanderbilt
Address:
Google Map
Nashville, TN, United States

August 13, 2015

Mississauga, Ontario SWPP/QATC Regional Meeting

https://www.swpp.org/mississauga-regional-meeting/

Start: August 13, 2015 8:30 am
End: August 13, 2015 12:00 pm
Venue: Desjardins Call Center
Address:
Google Map
3 Robert Speck Parkway, Mississauga, Ontario, Canada

July 28, 2015

Winchester, VA SWPP/QATC Regional Meeting

https://www.swpp.org/winchester/

Start: July 28, 2015 8:30 am
End: July 28, 2015 12:00 pm
Venue: Navy Federal Credit Union
Address:
Google Map
Winchester, VA, United States

June 23, 2015

Alexandria, VA SWPP/QATC Regional Meeting

https://www.swpp.org/alexandria-regional-meeting/

 

Start: June 23, 2015 2:30 pm
End: June 23, 2015 5:00 pm
Venue: Hilton Alexandria Old Town
Address:
Google Map
Alexandria, VA, United States

June 23, 2015

ICMI Training Symposium – Alexandria | June 23-26

https://www.icmi.com/Symposiums/Alexandria

The Workforce Management Boot Camp

Contact Center Strategy

Essential Skills and Knowledge for CC Mgmt

Monitoring and Coaching

Contact Center Financials

People Management

Small Contact Center Workshop

Start: June 23, 2015
End: June 26, 2015
Address:
Google Map
United States

June 23, 2015

ICMI Training Symposium

https://www.icmi.com/Symposiums/Alexandria

Start: June 23, 2015
End: June 26, 2015
Venue: Hilton Alexandria Old Town
Address:
Google Map
Alexandria, VA, United States

June 15, 2015

Call Center Week

https://www.callcenterweek.com

Start: June 15, 2015
End: June 19, 2015
Venue: The Mirage
Address:
Google Map
Las Vegas, NV, United States

June 9, 2015

Interactions 2015 – Interactive Intelligence

https://interactions.wpengine.com

Start: June 9, 2015
End: June 11, 2015
Venue: JW Marriott
Address:
Google Map
Indianapolis, IN, United States

June 8, 2015

Engage – Verint User Conference

https://www.verint.com/userconference/index.html

Start: June 8, 2015
End: June 11, 2015
Venue: Paris Las Vegas
Address:
Google Map
Las Vegas, NV, United States

June 1, 2015

Interactions 2015 – NICE User Conference

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

Start: June 1, 2015
End: June 4, 2015
Venue: Henry B. Gonzalez Convention Center
Address:
Google Map
San Antonio, TX, United States

June 1, 2015

QA and Speech Analytics Virtual Conference

www.ecrmevents.com   

Start: June 1, 2015
End: June 4, 2015
Address:
Google Map
United States

May 4, 2015

Contact Center Expo & Conference

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

Start: May 4, 2015
End: May 7, 2015
Venue: Walt Disney Dolphin & Swan
Address:
Google Map
Orlando, FL, United States

April 26, 2015

Aspect Customer Experience (ACE)

https://www.aspect.com/microsites/ace-2015

Start: April 26, 2015
End: April 29, 2015
Venue: The Cosmopolitan
Address:
Google Map
Las Vegas, NV, United States

March 17, 2015

ICMI Training Symposium – San Diego | March 17-20

https://www.icmi.com/Symposiums/San-Diego

The Workforce Management Boot Camp

Contact Center Strategy

Essential Skills and Knowledge for CC Mgmt

Monitoring and Coaching

More than Metrics

Contact Center Site Tours

Small Contact Center Workshop

Start: March 17, 2015
End: March 20, 2015
Address:
Google Map
San Diego, CA, United States

January 15, 2015

QATC & SWPP Regional Meeting — Salt Lake City, UT

Join us for the Salt Lake City, UT area QATC & SWPP Regional Meeting on Thursday, January 15 from 8:30 a.m.-12:30 p.m. at the IHG Call Center located at 1275 W. 2240 S., in Salt Lake City.  You won’t want to miss this great opportunity to meet with your peers and discuss your toughest quality assurance and workforce management problems.

For more information or to register, please go to https://www.swpp.org/slc-regional-meeting-2014/.

Start: January 15, 2015 8:30 am
End: January 15, 2015 12:30 pm
Venue: IHG Call Center
Address:
Google Map
1275 W. 2240 S., Salt Lake City, UT, United States

November 3, 2014

Contact Center Demo & Conference

www.icmi.com/ccdemo

Start: November 3, 2014
End: November 5, 2014
Address:
Google Map
Chicago, IL, United States

September 24, 2014

2014 QATC Annual Conference

https://qatc.org/annual-convention/

Start: September 24, 2014
End: September 26, 2014
Venue: Omni Nashville Hotel
Address:
Google Map
250 Fifth Avenue South, Nashville, TN, United States, 37203

September 24, 2014

2014 QATC Annual Conference

Join us for the 2014 QATC Annual Conference

September 24-26

Omni Nashville Hotel

https://qatc.org/annual-convention/

Start: September 24, 2014
End: September 26, 2014
Venue: Omni Nashville Hotel
Address:
Google Map
250 Fifth Avenue South, Nashville, TN, United States, 37203

September 23, 2014

ICMI Contact Center Symposium — Las Vegas, NV

https://www.icmi.com/Symposiums/Las-Vegas

Start: September 23, 2014
End: September 26, 2014
Address:
Google Map
Las Vegas, NV, United States

September 8, 2014

2014 Utility Call Center Operational Excellence Conference

https://bit.ly/1szlYdR

Start: September 8, 2014
End: September 10, 2014
Address:
Google Map
Nashville, TN, United States

June 24, 2014

ICMI Contact Center Symposium — Nashville, TN

https://www.icmi.com/Symposiums/Nashville

Start: June 24, 2014
End: June 27, 2014
Address:
Google Map
Nashville, TN, United States

June 16, 2014

15th Annual Call Center Week

www.callcenterweek.com

Start: June 16, 2014
End: June 20, 2014
Venue: Caesars Palace
Address:
Google Map
Las Vegas, NV, United States

May 7, 2014

Global Contact Center Awards Dinner

www.icmi.com/awards

Start: May 7, 2014
End: May 7, 2014
Venue: San Diego Convention Center
Address:
Google Map
San Diego, CA, United States

May 5, 2014

Contact Center Expo & Conference

https://www.icmi.com/ACCE

Start: May 5, 2014
End: May 6, 2014
Venue: San Diego Convention Center
Address:
Google Map
San Diego, CA, United States

April 28, 2014

Call Centre Week Canada

https://www.callcentrecanada.ca/

Start: April 28, 2014
End: May 1, 2014
Address:
Google Map
Toronto, Canada

April 15, 2014

2014 SWPP Annual Conference

https://www.swpp.org/annual-conference/

Start: April 15, 2014
End: April 17, 2014
Venue: Omni Nashville Hotel
Address:
Google Map
250 Fifth Avenue South, Nashville, TN, United States, 37203

March 10, 2014

Toronto QATC & SWPP Regional Meeting

https://www.swpp.org/toronto-regional-meeting/

Start: March 10, 2014
End: March 10, 2014
Venue: LoyaltyOne Call Center
Address:
Google Map
438 University Ave. , Canada

March 4, 2014

ICMI Contact Center Symposium — Orlando, FL

https://www.icmi.com/Symposiums/Orlando

Start: March 4, 2014
End: March 7, 2014
Address:
Google Map
Orlando, FL, United States

February 27, 2014

Baltimore Area QATC & SWPP Regional Meeting

https://www.swpp.org/baltimore-area-regional-meeting/

Start: February 27, 2014 1:00 pm
End: February 27, 2014 5:00 pm
Venue: TCC Call Center
Address:
Google Map
230 Schilling Circle, Suite 100, Hunt Valley, MD, United States, 21031

February 26, 2014

Recruiting, Training, & Development Strategies for Call Centers

https://www.developingcallcenters.com/

Start: February 26, 2014
End: February 28, 2014
Address:
Google Map
Houston, TX, United States

January 21, 2014

The Future Call Center Summit

www.callcenterevent.com

Start: January 21, 2014
End: January 24, 2014
Venue: Disney Contemporary Resort
Address:
Google Map
Orlando, FL, United States

December 9, 2013

QATC & SWPP Regional Meeting – Pensacola, FL

https://www.swpp.org/pensacola-regional-meeting/

Start: December 9, 2013
End: December 9, 2013
Venue: Navy Federal Credit Union Call Center
Address:
Google Map
5510 Heritage Oaks Drive (Building 3), Pensacola, FL, United States

November 11, 2013

2014 Best Practices Conference & Awards – Las Vegas, NV

https://www.contactcenterworld.com/worldawards/

Start: November 11, 2013
End: November 15, 2013
Venue: Vdara Resort
Address:
Google Map
Las Vegas, NV, United States

November 1, 2013

QATC & SWPP Regional Meeting – Portland, OR

https://www.swpp.org/portland-regional-meeting/

Start: November 1, 2013
End: November 1, 2013
Venue: VW Credit Call Center
Address:
Google Map
22823 NW Bennett St.,, Hillsboro, OR, United States

October 21, 2013

Call Center Demo and Conference

https://www.icmi.com/CCDemo

Start: October 21, 2013
End: October 23, 2013
Address:
Google Map
Atlanta, GA, United States

September 24, 2013

ICMI Symposium

https://www.icmi.com/Symposiums/San-Diego

Start: September 24, 2013
End: September 27, 2013
Address:
Google Map
San Diego, CA, United States

September 10, 2013

QATC Annual Conference

https://qatc.org/annual-convention/

Start: September 10, 2013
End: September 12, 2013
Venue: Nashville Marriott at Vanderbilt
Address:
Google Map
Nashville, TN, United States
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