Calendar of Events

Event List Calendar

April 23, 2020

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

May 11, 2020

Contact Center Expo & Conference

The Diplomat Hotel
Ft. Lauderdale, FL
May 11-14, 2020
https://www.icmi.com/contact-center-expo-conference

Start: May 11, 2020
End: May 14, 2020
Venue: The Diplomat Resort
Address:
Google Map
Ft. Lauderdale, FL, United States

May 11, 2020

NICE Interactions

Caesars Forum Conference Center
Las Vegas, NV
May 11-13, 2020
https://www.nice.com/interactions/index.html

Start: May 11, 2020
End: May 13, 2020
Venue: Ceasar's Palace
Address:
Google Map
Las Vegas, NV, United States

May 18, 2020

Verint Engage

Hilton Anatole
Dallas, TX
May 18-20, 2020
https://engage.verint.com

Start: May 18, 2020
End: May 20, 2020
Venue: Hilton Anatole
Address:
Google Map
Dallas, TX, United States

May 21, 2020

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

June 23, 2020

Contact Center Week

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

Start: June 23, 2020
End: June 26, 2020
Venue: Ceasar's Palace
Address:
Google Map
Las Vegas, NV, United States

June 25, 2020

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

July 23, 2020

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

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

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

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
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