Calendar of Events

Event List Calendar

March 1, 2018

QUALITY Web Series: Qualify Your QM Program: Determine Requirements Best Suited to Your Call Center.

Qualify Your QM Program: Determine Requirements Best Suited to Your Call Center. The kick-off session in the 7-Part Quality Series is devoted to ensuring your quality monitoring program is driving results that matter.  Learn to align quality standards and measures to your organization’s business drivers.  With hands-on activities,  you will review business objectives and call center KPIs to identify corresponding quality initiatives. This session will help you QUALIFY your QM program as an integral component to improve frontline performance, operations efficiency, and customer satisfaction.

March 1 / 1pm CT

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Start: March 1, 2018 1:00 pm
End: March 1, 2018 2:00 pm
Address:
Google Map
United States

March 6, 2018

Tampa QATC/SWPP Regional Meeting

Join us for the Tampa area SWPP & QATC Regional Meeting on Tuesday, March 6 from 8:30 a.m.-12:30 p.m. at the T. Rowe Price call center located at 4211 West Boy Scout Blvd. in Tampa, FL.

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Start: March 6, 2018 8:30 am
End: March 6, 2018 12:30 pm
Address:
Google Map
United States

March 8, 2018

QUALITY Web Series: Utilize Quality Process Design: Build a Quality Form to Support Desired Performance.

Utilize Quality Process Design:  Build a Quality Form to Support Desired Performance. Creating a comprehensive set of call standards requires collaboration and construction of a set of call requirements that can be used to analyze customer/staff interactions. 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, behavior-based standards definition, scoring, validating and more.

March 8 / 1pm CT

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Start: March 8, 2018 1:00 pm
End: March 8, 2018 2:00 pm
Address:
Google Map
United States

March 15, 2018

QUALITY Web Series: Apply a Successful Scoring Scheme: Measure and Motivate Agents to Perform Critical Behaviors.

Apply a Successful Scoring Scheme: Measure and Motivate Agents to Perform Critical Behaviors. Once you’ve determined the essential call behaviors, the next step is to construct a scoring scheme supports performance achievement. While all of your quality standards are important, some are missioncritical and therefore deserve higher values to ensure your agents are focused on them.  Learn how to APPLY the right scoring hierarchy, to ensure you are measuring quality and motivating your agents.

March 15 / 1pm CT

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Start: March 15, 2018 1:00 pm
End: March 15, 2018 2:00 pm
Address:
Google Map
United States

March 22, 2018

QUALITY Web Series: Link Quality Standards to Training Descriptions: Create Definitions of Behavioral Expectations.

Link Quality Standards to Training Descriptions:  Create Definitions of  Behavioral Expectations.   Once 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 Quality Standard Definitions (QSDs).  This session provides a template to LINK quality to training by providing meaningful 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.

March 22 / 1pm CT

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Start: March 22, 2018 1:00 pm
End: March 22, 2018 2:00 pm
Address:
Google Map
United States

March 29, 2018

QUALITY Web Series: Improve Consistency Through Calibration: Conduct Effective Quality Calibration Sessions.

Improve Consistency Through Calibration:  Conduct Effective Quality Calibration Sessions. Calibration is an ongoing process where a team of quality specialists, coaches, supervisors, and perhaps frontline staff 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 frontline performance. 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.

March 29 / 1pm CT

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Start: March 29, 2018 1:00 pm
End: March 29, 2018 2:00 pm
Address:
Google Map
United States

April 5, 2018

QUALITY Web Series: Train and Develop Through Call Coaching: Deliver Meaningful Feedback and Positive Reinforcement.

Train and Develop Through Call Coaching:  Deliver Meaningful Feedback and Positive Reinforcement. 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 create a coaching plan, delivery feedback, and 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.

April 5 / 1pm CT

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Start: April 5, 2018 1:00 pm
End: April 5, 2018 2:00 pm
Address:
Google Map
United States

April 12, 2018

QUALITY Web Series: Yield Results in Your Quality Program: Key Decision Points to Drive Improvement.

Yield Results in Your Quality Program:  Key Decision Points to Drive Improvement. This last session in the Quality Series provides a roadmap 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.

April 12 / 1pm CT

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Start: April 12, 2018 1:00 pm
End: April 12, 2018 2:00 pm
Address:
Google Map
United States

September 17, 2018

2018 QATC Annual Conference

Mark Your Calendar!
2018 QATC Annual Conference
Monday-Wednesday, September 17-19
Gaylord Opryland Hotel, Nashville, TN

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Start: September 17, 2018
End: September 19, 2018
Address:
Google Map
United States
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