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QATC also hosts web seminars that are led by our members and other experts in the industry. These sessions are available only to QATC members at no charge.
Date: Tuesday, April 7, 2026
Time: 1:00-2:00 pm CT
Stop Practicing on Customers: The Rise of AI-Supported Roleplaying.
When it comes to turning learning into real-world performance, we all know roleplaying works—but it comes at a cost. Whether it’s pulling senior agents, supervisors, or trainers off the floor—or investing in professional roleplayers—it requires taking highly valuable resources away from where they’re needed most. As a result, we simply don’t do enough of it to truly reinforce skills and ensure behaviors stick.
That’s where AI changes the game.
In this engaging (and practical) session, we’ll explore how training and QA teams are using AI to create dynamic roleplays that feel real, adapt in the moment, and deliver meaningful practice—at scale.
What You'll Discover
Stop practicing on customers. Start building confident, capable agents — before the call even begins. – Speaker: Sharon Oatway, VereQuest
Click here to View the Webinar
Date: Thursday, May 1, 2025
Time: 1:00-2:30 pm CT
AI Essentials for Learning and Development Professionals.
This session will begin to explore AI in learning and development. Attendees will learn a brief history AI, including large language models and generative AI, and discover practical use cases and improved prompting techniques. The session will include a collaborative activity where participants will create a list of AI tools to experiment with in their organizations, offering practical actionable knowledge to enhance their design efforts. – Speaker: Paul Kern, Wisconsin School of Business
Date: Wednesday, May 21, 2025
Time: 10:00-11 am CT
Fundamentals of Performance Coaching: Helping Staff Achieve Better Results
Call center supervisors have multiple opportunities in a variety of settings and situations to communicate with staff about their performance. In this session you’ll learn about recommended practices for doing side-by-side coaching for improved performance, including tips on providing both positive and negative feedback. You’ll also learn about techniques to use in counseling and formal review sessions. Perfect for call center supervisors or team leaders, this session outlines the step-by-step approach to coach problem employees as well as reward good performers. The session also provides several useful tools to use in planning and conducting a coaching or counseling session.
Seminar attendees will learn to:
NEW -- Three-Part Coaching Series for QATC Members -- Non-Members may attend for $250
Date: Wednesday, March 19, 2025
Time: 10:00-11 am CT
Defining Performance Standards: Establishing Objectives and Measuring Results
As a general rule, you can expect what you inspect. It’s critical that each employee understands his/her role and responsibilities and what performance will be expected. One of the toughest tasks is defining the desired performance in terms of measurable behaviors. For example, it’s not enough to tell staff they need to portray a positive corporate image when communicating with customers. Call center management must define every single performance expectation down to specific behaviors that can be identified and measured objectively. This session discusses how to set smart performance goals and develop a balanced system of measures to ensure that positive/negative behaviors are being inspected and recognized appropriately.
Seminar attendees will learn to:
Date: Wednesday, April 16
Time: 10:00-11 am CT
Reasons for Non-Performance: A Diagnosis/Treatment Model for Improving Work Behaviors
An employee who has been on the phones for three months keeps transferring difficult calls to a supervisor. This person must need some more training on handling this type of contact, so you schedule them to sit in on a refresher training class. Problem solved? Probably not! There are many different reasons employees don’t perform, and lack of training is a common (and expensive!) misdiagnosis. In this session, you’ll learn the six basic reasons call center employees don’t perform and symptoms of each one. You’ll be able to better diagnose performance problems and prescribe a more effective treatment for each problem situation. Anyone that supervises employees can benefit from this session!
Seminar attendees will learn to:
Date: Wednesday, May 21, 2025
Time: 10:00-11:00 am CT
Call center supervisors have multiple opportunities in a variety of settings and situations to communicate with staff about their performance. In this session you’ll learn about recommended practices for doing side-by-side coaching for improved performance, including tips on providing both positive and negative feedback. You’ll also learn about techniques to use in counseling and formal review sessions. Perfect for call center supervisors or team leaders, this session outlines the step-by-step approach to coach problem employees as well as reward good performers. The session also provides several useful tools to use in planning and conducting a coaching or counseling session.
Seminar attendees will learn to:
• Identify the differences between monitoring/coaching and coaching/counseling and when to use each.
• Describe “best practices” to use in side-by-side coaching.
• Identify tips on presenting both positive and negative feedback.
• Outline the steps of applying various feedback methods and when to use each.
• Identify the steps of a positive discipline plan.
Date: Wednesday, February 26, 2025
Time: 1:00-2:30 pm CT
Selecting New Technology. Are you getting ready to acquire new technology? Is it something you’ve not had before or a replacement of an existing system? This session will review the steps to developing a comprehensive request for proposal (RFP) and the process needed to review the options available while considering the role of IT, Finance and Purchasing in the analysis of options and final decision. Learn a proven process for making a well-balanced decision that considers system technology, vendor capabilities and financial concerns. – Speaker: Maggie Klenke
Friday, October 15, 2021
2:00-3:00 pm ET
Creating a Thriving Culture in a Post-Pandemic Work Environment. This session is an introspective challenge to each individual to determine that thriving is not just the right response to the year we have come out of, but it is the only response we will accept. And we are all in this place, not by default but by determination – and that does not end here. While we will talk about key changes that are to be expected in the post-pandemic workplace, we will also share insights concerning human behaviors to anticipate, and provide reassurance that at times we may be weary but our strength is still there. We are more attuned to the world around us, more aware of the humanity of our community, our clients, our consumers, and more prepared than ever to meet their needs and thrive together. – Speaker: Penny Tootle, Utilligent
Click here to listen to this web seminar.
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.
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
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
If you missed this session at the QATC Annual Conference, you are in luck! We are presenting several conference sessions via web seminar over the next few months, so you can catch up on some of the sessions you weren't able to attend at the conference!
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