Fundamentals of Quality Monitoring Web Series

QATC members can now register for the 2020 Fundamentals of Quality Monitoring web seminar series at no charge!  The 5-part quality web seminars delivered by industry expert Deelee Freeman of Call Center Training Associates will be offered once a month starting in March.  Each 60-minute session will provide practical knowledge to help you design your quality monitoring forms and develop a comprehensive quality monitoring program.

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

Sponsor-Led Web Seminars

In addition to the Member/Trainer-led web seminars, QATC also hosts web seminars that are led by our sponsors, who are leaders in the industry.   This educational series is presented by our QATC sponsors, and while some will be available only to QATC members and have a limit on the number of attendees, others may be available to the general public with no limit on the number of attendees.  There is no charge for these web seminars as well.

Date:  Tuesday, June 23
Time:  11:00 am CT

Keeping Remote Employees Engaged: QA Best Practices

The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged.

As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care.

Attend this webinar, featuring Dave Hoekstra and Robin Butterfield from Calabrio, to learn:

  • Do I need to score more calls when my agents are working from home?
  • How can I make conversations personal over video?
  • How can I make coaching as effective when not in person?
  • Are there tools that can help me keep track of things more efficiently?

Dave Hoekstra & Robin Butterfield, Calabrio

Click here to register.


Date:  Tuesday, September 10, 2019
Time:  11 am-12 pm CT

Eliminate Manual Call Dispositioning: How American Family Insurance Utilizes Analytics to Power Their Contact Center.

For years, Contact Center agents completed a call with a customer and then had to spend the next 2 – 5 minutes notating what was discussed, action items and call outcomes taking up time, decreasing completed calls and increasing costs. American Family Insurance was like others; however, they have implemented speech analytics to transform the way their Contact Center is optimizing costs, improving agent efficiencies and improving the customer experience.

Join this webinar with American Family Insurance and Clarabridge as they discuss:

  • Why ingesting a myriad of different customer feedback channels – calls, chat transcripts, surveys, etc. – only benefits companies
  • How American Family Insurance completely eliminated manual agent call dispositioning by using Clarabridge’s text analytics to automatically categorize calls
  • How American Family Insurance is piloting programs to automatically score and evaluate every call

Speakers:  Shorit Ghosh, Clarabridge, & Jon Levenhagen, American Family Insurance


Member/Trainer-Led Web Seminars

QATC presents live web seminars on a quarterly basis for our members.  The topics for these web seminars will range from basic quality monitoring and call center training to advanced topics.  This educational series will be presented by our members and industry experts and are available only to QATC members.  There is no charge for the web seminars, but they are limited to the first 500 registrants.

Wednesday, June 12, 2019
11:00 am-12:00 pm CT

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

Archived from Friday, May 3, 2019
11:00 am-12:00 pm CT

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.

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

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

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

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!  

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Archived from Thursday, December 7, 2017
10:00-11:00 am CT

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

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