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The first steps of performance management involve defining performance expectations and communicating them to your employees. Once these standards are in place, you can observe actual performance to see how it measures up against your expectations. Just as a doctor would use a systematic diagnostic process to correctly determine the cause of medical symptoms, you should use a diagnostic process to guide your analysis of an employee’s performance problem. Instead of relying on your “gut feeling,” you’ll want to use a systematic approach to guide your diagnosis. Some presenting problems are simple and don’t require sophisticated analysis to identify the...
Are you looking for one place to find the latest information on quality assurance and training trends and technologies in the call center? Do you attend other call center industry conferences and find only a handful of sessions that are applicable to your job? Would you like to have the opportunity to network with your QA and training peers and discuss your toughest problems?
If you answered YES to any of these questions, then you’ll want to attend the 2026 QATC Annual Conference this fall. In addition, you will:
You don’t want to miss this exciting event, so make your plans to attend now.
