Educational Offerings

QATC Web Seminars

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, November 1
1:00-2:30 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

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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Thursday, December 7
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

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!  

Click here to register:  https://swpp.webex.com/swpp/onstage/g.php?MTID=ef8514bb2ae44d3865c9eb0f0dbee0af3

 

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!  

Click here to register:  https://swpp.webex.com/swpp/onstage/g.php?MTID=ecac78ae8a449fcd67e46a08c8aaf7f2f

 

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

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!  

Click here to register:  https://swpp.webex.com/swpp/onstage/g.php?MTID=efbe58d021da9151f1c9a2e61227499d9

 

 

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.

Friday, October 13
11:00 am-12:00 pm ET

Modern Standards for Measuring Contact Center Quality.  

Delivering an excellent customer experience is a top priority for executives and contact center leaders alike. Ensuring that this happens requires a thoughtfully designed and well-orchestrated approach to defining and measuring the quality of each customer interaction.  Despite most contact center leaders knowing this to be true, the latest research from NICE and ICMI revealed gaps and inconsistencies in quality management (QM) practices across the various channels of service.

Today’s contact center is no longer built exclusively around inbound phone and, to thrive in the future, it’s imperative for organizations to expand their QM processes and methodologies across all channels of service.  Do you know where the gaps exist in your quality program and, more importantly, are you equipped with the insight, resources, and business case to make the necessary improvements?

Attend this webinar to learn:

-          The key challenges in deploying quality management across channels
-          How to launch a quality program in a new channel
-          Ways to build the business case for an investment in quality
-          Tips for positioning quality as a strategic business asset

Speaker:  Justin Robbins, ICMI
Sponsored by NICE

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E-Learning Benefit from The Call Center School

QATC members receive exclusive access to The Call Center School’s Cloud Learning plaform.  Each QATC member will receive access to a set of specific interactive e-learnings from the Quality Assurance, WFM, Supervision, and Frontline Curriculums each year. These e-learning modules will be changed each year to allow you to expand your knowledge from The Call Center School as a benefit of membership.

The current e-learning modules available to QATC members are:

  • Building a Quality Monitoring Form
  • Calibration for Consistency
  • Basics of Coaching
  • Finders Keepers
  • Performance Management
  • The Power of One

The Call Center School will send login instructions for each member via e-mail.  For more information about this program, please visit The Call Center School’s website at www.thecallcenterschool.com.  QATC members can contact Executive Director Vicki Herrell at vicki.herrell@qatc.org with any questions about the QATC educational benefit.