Quality Assurance & Training Connection (QATC)

Regional meetings are back! We had a fabulous regional meeting in Phoenix at Cable One on Wednesday for our first event since 2020! Thanks so much to our hosts for a great venue, and to the participants for amazing discussion!

And congratulations to Cynthia Rivas of Cable One for her 15th anniversary with the company! We enjoyed a celebratory cake in her honor!

If you are interested in hosting a regional meeting at your facility, please let me know. We are excited to get back in person around the world!

Due to the potential hurricane in the Gulf, we are postponing our SWPP & QATC regional meeting that was scheduled for Thursday at CNA in Lake Mary, FL. We are working on a new date and will share as soon as it is confirmed. Hate that we won't be together -- please stay safe!

Check out the 2024 QATC Annual Conference photos! So many wonderful pics by the amazing Nate Brown! Check out Albums 2 and 3 to see his fabulous photography skills. So glad he is part of our organization and shares his talents for speaking and photography with us!

We had an amazing week at the QATC Annual Conference last week in Nashville! So many amazing sessions and fabulous speakers -- and lots of fun and networking in between! If you missed out this year, mark your calendar for September 23-25, 2025 and join us then!

Just a few more days for the Early Bird discount for the QATC Annual Conference, which is set for Monday-Wednesday, September 17-19 at the Hilton Nashville Downtown Hotel in Nashville, TN! Register before August 1 to get $100 off the registration fee for the only conference designed specifically for Quality Assurance and Training professionals in the contact center! Click here to register: https://cvent.me/mNB1Q1

Still building your case for attendance? A few of our previous attendees passed along some specific quantitative results for cost-justification for the conference:

1. Identify three things that you need to work on within your organization and compare the cost of bringing in a consultant to help with those things to sending someone to the conference -- and don't forget the ongoing support and built-in experience you are left with once you implement your own findings versus being led by a consultant.

2. Attendees will enjoy various structured networking opportunities that give them focused opportunities to interact with other professionals in their field and industry to glean specific, real-world scenarios that have been used and discuss pros and cons of implementation of various techniques. These opportunities are accomplished in a relaxed, cooperative environment to foster interaction and collaboration of participants.

3. The QATC Annual Conference provides specific, focused sessions on solid, applicable techniques to improve various call center operations areas. These sessions go beyond theory and concepts to practical applications for operations of all sizes and complexities, whether a small, single skill set center to large, multi-center, multi-skill set environments. Return on the investment is quickly realized through application of any techniques garnered from just one of these sessions.

Check out the agenda on the website at http://www.qatc.org/annual-convention/conference-agenda/ Attendees can take advantage of 50 breakout sessions.

Make your plans now to attend this unique conference to find the latest information on quality assurance and training trends and technologies and to network with your peers. You won't find an event like this anywhere else!

Register before August 1 to receive the $100 Early Bird discount. Then bring your whole team and get the multi-attendee discount with three or more attendees!

Hope to see you in Nashville in September!

Personal Information - 2024 QATC Annual Conference

2024 QATC Annual Conference
Tuesday-Thursday, September 17-19
Hilton Nashville Downtown Hotel

Check out the agenda and register today at https://cvent.me/mNB1Q1 for the QATC Annual Conference!

The draft agenda is now on the website at https://qatc.org/annual-convention/conference-agenda/

Here is a sampling of some of the session topics:

* AI Essentials for Learning and Development Professionals
* Quality Standards in a Brave New World
* Best Practices for Rolling Out QA Automation
* Do You Know Who You’re Training?
* Improving Call Soft Skills With Quality Monitoring
* The Agile Contact Center – 5 Hallmarks That Ignite Results-Driven Performance
* Noteworthy or Nonsense: Real-Talk on the Top CX Trends of 2024
* Training Across Cultures: Effective Training Strategies for a Global Workforce
* Fostering Employee Engagement in Today's Contact Center
* No Silver Bullets: A Holistic Approach to Accelerating Agent Proficiency

Don't miss the Early Bird discount! Register before August 1 at https://cvent.me/mNB1Q1 to receive $100 off the registration fee. Then bring your whole team and get the multi-attendee discount with three or more attendees!

More information is available on our website at http://www.qatc.org/annual-convention/

Hope to see you in Nashville in September!

Personal Information - 2024 QATC Annual Conference

Register today for our complimentary Virtual Conference on Techniques for Training, Coaching & Employee Engagement, which is set for June 12-14, 2024!

What is the most important asset of your contact center? Your people!

When it comes to providing excellent service to your customers, the agent is the face and voice of your company. When selecting a workforce, recruiting campaigns focus on identifying important traits, skills, or abilities in individuals. But once you hire the best employees, you must keep them trained, coached, and engaged.

Our complimentary virtual conference on Techniques for Training, Coaching and Employee Engagement, brought to you by CrmXchange and QATC, will help you to get the most from your people with your training, coaching, and employee engagement programs.

For no cost, without leaving your office, you can:
• Attend the live sessions that are most interesting to you and your team
• Browse Exhibitor Booths
• Learn more about vendors, analysts, and speakers
• Network with other attendees
• Enter to win prizes

Click here to register now: https://www.ecrmevents.com/EmployeeEngagement2024/

This year's expert speakers are presenting the following topics during the virtual conference:

Best Practices to Make Every Agent Your Best Agent. The performance of contact center agents fluctuates, resulting in unpredictable business outcomes and an uneven customer experience. In this session we discuss the art of transforming every agent into a star performer.

Elevating Coaching Practices - A Journey from Basic to Optimal Performance. Join us for an insightful exploration of coaching best practices, illuminating the dynamic relationship between behavioral and KPI-driven coaching. Discover actionable insights that will optimize your coaching program, fostering tangible results in employee development and organizational success.

Gamify Your Teaching - Engaging Strategies for Interactive Learning. In this session you'll discover the art of harnessing game formats to both review and teach topics effectively. We will dive into strategies for maximizing engagement, offering invaluable tips on crafting games that captivate your audience and enhance learning experiences.

Best Practices in Training, Coaching, and Employee Engagement. Looking for proven techniques and great ideas you can implement immediately in your organization?

Game Time - Learn Best Practices, Win Prizes, Play Jeopardy! Hear best practices from your peers and the conference sponsors in a fun, interactive format! Play Jeopardy to learn and win prizes!

All sessions are recorded and available for a week after the event. Hope to see you online this week!

EmployeeEngagement2024 EmployeeEngagement2024

Reminder -- the deadline is Friday, May 24 for session proposals for the 2024 QATC Annual Conference. Hope to see your proposal soon!

Call for Speakers from QATC Membership

2024 QATC Annual Conference
Tuesday-Thursday, September 17-19
Hilton Downtown Hotel
Nashville, Tennessee

Submissions due by Friday, May 24, 2024

The Quality Assurance & Training Connection (QATC) is looking for qualified speakers from our membership to deliver presentations at the 2024 QATC Annual Conference, the only educational and professional development event designed specifically for quality assurance and training professionals. Since QATC is a membership organization that is devoted to facilitating networking opportunities, we feel it is very important to have as much participation as possible from our members. The multi-track conference offers the most targeted, timely seminars and workshops led by industry experts and successful end-users. We are interested in presentations on techniques, management issues, experiences, or case studies to share your knowledge.

Submission Procedures
Only QATC members may present sessions at the QATC Annual Conference. Session proposals should be submitted online on the QATC website at http://www.qatc.org/annual-convention/conference-session-proposal/
Please submit your proposal by Friday, May 24, 2024.

Speaker Guidelines
Speakers will not receive any compensation for speaking at this conference, but will receive complimentary admittance to the conference. One complimentary registration is allowed per company for each session presented. Speakers will be required to provide an electronic copy of their presentation, biographical information, and an audio/visual needs form by specific dates.

Session Categories
Quality Process Track -- These sessions will contain information about topics relevant to quality assurance in the call center.
Training Process Track -- These sessions will contain information relevant to training in the call center.
Case Study -- Sessions in this track will contain information about a specific company and an overview and detailed information about the technology and processes used.

If you have any questions, please don’t hesitate to contact me at [email protected] or 615-352-9999.If you are not a member of QATC, consider joining today so you can participate as a speaker in this exciting event!

Conference Session Proposal Session Proposal 2024 QATC Annual Conference Tuesday-Thursday, September 17-19, 2024 Hilton Downtown Nashville Hotel Deadline for Submission: Friday, May 24, 2024 Only QATC members are eligible to present sessions at the QATC Annual Conference. Please complete the fields below and then click

Today's the day! The 2024 Fundamentals of Quality Monitoring web seminar series starts today and QATC members may register for the web seminars 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.

QATC members are invited to attend the Fundamentals of Quality Monitoring web series at no charge. Each class can be attended by an unlimited number of students from a single location. Non-members may attend at a cost of $250 per web seminar. Non-members can contact Vicki Herrell at [email protected] to register.

The Fundamentals of Quality Monitoring includes the following sessions, delivered on Thursdays at 1:00pm CT:

Thursday, March 14, 2024 -- Essentials of Quality Form Design: Identify Relevant and Objective Call Standards

Thursday, April 4, 2024 -- What’s the Point: Principles of Quality Form Weighting and Scoring

Thursday, May 16, 2024 -- Developing Your QSDD: The Quality Standards Definitions Document

Thursday, June 20, 2024 -- Call Calibration: The Path to Consistency in Quality Monitoring

Thursday, July 18, 2024 -- Call Coaching Fundamentals: Preparation and Delivery of Impactful Feedback

Go to https://qatc.org/fundamentals-of-quality-monitoring-web-seminar-series/ for more information or to register.

Fundamentals of Quality Monitoring Web Seminar Series The 2024 Fundamentals of Quality Monitoring web seminar series dates have been set and QATC members may register for the web seminars 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....

Register today for the WFO Virtual Conference brought to you by CrmXchange in conjunction with the Quality Assurance and Training Connection (QATC) and Society of Workforce Planning Professionals (SWPP).

Take advantage of this free online, educational event that is focused on the issues that affect you and your business every day.

Register now at www.ecrmevents.com.

WFO Virtual Conference - Two Great Conferences Back to Back!

QA/Analytics Conference – starting October 30. Gain insight into why customers are contacting your organization and learn best practices for formulating quality standards.

WFM/Performance Conference – starting November 6. Learn best practices in workforce management and performance optimization without ever leaving your office.

If you miss a live session, no problem! All webcasts are recorded and available for 7 days after the live event.

No cost to attend conference sessions – bring your whole team!

Exhibit Hall and Lounge Open on October 30

Register today at www.ecrmevents.com and join us at the WFO Virtual Conference!

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Join us on Tuesday, October 17 at 11:00 am CT for an exciting web seminar, "Making Quality Work for Tomorrow's Agent." Here are the details:

Date: Tuesday, October 17, 2023
Time: 11:00 am-12:00 pm CT

Making Quality Work for Tomorrow’s Agent
The role of the agent is changing rapidly. AI and automation are driving more complex interactions and higher customer expectations. To stay ahead of the curve, contact centers must be prepared to empower agents with the knowledge, skills, and behaviors they need to succeed. During this webinar, we will discuss how organization leaders are meeting this challenge by implementing new and innovative approaches to coaching, quality, and training.

Speaker: Corey Mustard, Solutions Consultant, Centrical

Click here to register for this web seminar: https://swpp.webex.com/weblink/register/r36c1a5a7b00ea695cd9f09d6c29c4e18

For more information about other upcoming events, go to https://qatc.org/qatc-web-seminars/.

What an amazing week we had in Nashville at the 2023 QATC Annual Conference! So much enthusiasm and passion for our industry -- what an event! Thanks to everyone for making this conference such a success! Hope to see you again next year -- Tuesday-Thursday, September 17-19, 2024 at the Nashville Hilton Downtown!

Have you registered for the QATC Annual Conference yet? Don't miss out on this exciting event designed specifically for Quality Assurance and Training professionals!

Register today for the 2023 Quality Assurance & Training Connection (QATC) Annual Conference, which is set for Tuesday-Thursday, September 26-28, at the Hilton Nashville Downtown Hotel in Nashville, TN.

The draft agenda is now on the website at http://www.qatc.org/annual-convention/conference-agenda/. Attendees can take advantage of almost 50 breakout sessions, as well as plenty of time for networking with your peers.

Online registration is available at: https://cvent.me/x3WL0Z

Hope to see you in Nashville in September!

Hope to see you in Nashville in September!

Register today for this web seminar!

Why AI and Bots are Critical to Improving Contact Center Performance

Date: Wednesday, August 23, 2023
Time: 1:00-2:00 pm CT

AI and bots are two of the hottest topics in technology today, but what do they really mean for contact centers? Innovative AI capabilities and bots can help modernize contact centers, improve both customer and agent experiences, and increase efficiency and accuracy. However, this only works when they are seamlessly embedded into workflows and support the work that agents need to do—at the time and place they are already working—without disruption. Join this webinar, and you’ll learn…

The compelling reasons why executives are focusing on AI
How AI-powered bots are injected into contact center processes to help deliver CX automation
Specific examples of the impact within quality management programs
The influence on both customer and agent experiences

Speaker: Tricia Manning, Director, GTM, Workforce Engagement, Verint

Click here to register for this web seminar: https://swpp.webex.com/weblink/register/rdd4c71056b659ade1aa119b9d551f08c

Register today for the 2023 Quality Assurance & Training Connection (QATC) Annual Conference, which is set for Tuesday-Thursday, September 26-28, at the Hilton Nashville Downtown Hotel in Nashville, TN.

The draft agenda is now on the website at http://www.qatc.org/annual-convention/conference-agenda/. Attendees can take advantage of almost 50 breakout sessions, as well as plenty of time for networking with your peers.

The conference will kick off at 9:00 am on Tuesday with a motivational keynote session. After the keynote, we’ll begin the breakout sessions, with so many to choose from during the conference that you will have a hard time deciding which one to attend! We also have a couple of pre-conference sessions on Monday for those who want even more learning opportunities!

Here is a sampling of some of the session topics:

Defining the Most Challenging Quality Standards: Tone, Empathy, Professionalism, and Ownership
The Power of Community Learning
Expanding Your QA Role to Superhero: Finding Big Picture Problems and Fixing Them
Navigating Training Facilitator Challenges: Strategies for Success and Growth
Scoreless Quality Program - Tracking for Behaviors, Trends & Wins
Promoting Inclusivity & Wellness in a Training Class
Building a Coaching Team That Coaches
Exploring AI to Elevate Customer Service Quality and Efficiency
Remote Quality – Measuring Behaviors Unique to the Remote Environment Without Being Too Prescriptive
Voice of Customer Engine That Actually Moves
Back to the Drawing Board: Using Telestration to Increase Learner Engagement
A Recipe for Contact Center Success from a Competitive BBQ Judge

The QATC Annual Conference is the only event designed specifically for Quality Assurance and Training professionals in the contact center. Make your plans now to attend this unique conference to find the latest information on quality assurance and training trends and technologies and to network with your peers.

Registration is now open, so you can register online today at https://cvent.me/x3WL0Z!

You won't find an event like this anywhere else! Register before August 1 to receive the $100 Early Bird discount. Then bring your whole team and get the multi-attendee discount with three or more attendees!

Register for the 2023 QATC Annual Conference today at https://cvent.me/x3WL0Z!

Don't miss this amazing event! More information is available on our website at http://www.qatc.org/annual-convention/.

Hope to see you in Nashville in September!

Are you looking for one place to find the latest information on Quality Assurance and Training trends and technologies in the contact center? Would you like to have the opportunity to network with your Quality Assurance and Training peers and discuss your toughest challenges? If so, then there is a conference designed specifically for you!

Register today for the 2023 Quality Assurance & Training Connection (QATC) Annual Conference, which is set for Tuesday-Thursday, September 26-28, at the Hilton Nashville Downtown Hotel in Nashville, TN.

We are working on the agenda and will post it on the website as soon as it is finalized. The conference will kick off at 9:00 a.m. on Tuesday with an interactive keynote address. After the keynote, we’ll begin the breakout sessions, with so many to choose from during the conference that you will have a hard time deciding which one to attend! The conference will end at 12:00 noon on Thursday, so plan to stay until then so you don't miss a thing!

You won't find an event like this anywhere else! The Early Bird discount expires on August 1, so register for the 2023 QATC Annual Conference today at https://cvent.me/x3WL0Z.

You won't find an event like this anywhere else! Register before August 1 to receive the $100 Early Bird discount. Then bring your whole team and get the multi-attendee discount with three or more attendees!

Don't miss this amazing event! More information is available on our website at http://www.qatc.org/annual-convention/.

Hope to see you in Nashville in September!

Register today at www.ecrmevents.com and join us for the WFO Virtual Conference brought to you by CrmXchange in conjunction with the Society of Workforce Planning Professionals (SWPP) and the Quality Assurance and Training Connection (QATC).

2022 WFO Virtual Conference - Two Great Conferences Back to Back!

October 31 – November 10
Workforce Management & Performance
Oct. 31 - Nov. 3
Quality Assurance & Analytics
Nov. 7 – Nov. 10

Take advantage of this online, educational event that is focused on the issues that affect you and your business every day. Attend the sessions that are most interesting and relevant to you and your team, participate in the Virtual Lounge, and the Virtual Exhibit Hal -- all at no charge!

Join the Live WFM/Performance Conference on October 31. Learn best practices in workforce management and performance optimization without ever leaving your office.

WFM and Performance Keynote: WFM, WFO, WEM Isn’t It All the Same? -- Juanita Coley, Solid Rock Consulting

Join the Live QA/Analytics Conference on November 7. Gain insight into why customers are contacting your organization and learn best practices for formulating quality standards.

QA and Analytics Keynote: The Power of the Peer -- Nate Brown, Arise

Click here to register: https://www.ecrmevents.com/wfo2022/

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Added more photos to the conference album from Level AI's Wednesday lunch! Great photos -- check them out! And don't forget to complete the overall evaluation and join the opt-in list for the event by Friday!