Calendar of Events

Event List Calendar

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 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

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

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 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 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 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 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 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

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

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 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

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

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 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

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

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

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

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

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

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
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