Quality Assurance & Training Connection (QATC)

04/06/2026

Join QATC for the upcoming web seminar, "Stop Practicing on Customers: The Rise of AI-Supported Roleplaying," presented by Sharon Oatway of VereQuest. Here are the details:

Date: Tuesday, April 7, 2026
Time: 1:00-2:30 pm CT

Stop Practicing on Customers: The Rise of AI-Supported Roleplaying.

When it comes to turning learning into real-world performance, we all know roleplaying works—but it comes at a cost. Whether it’s pulling senior agents, supervisors, or trainers off the floor—or investing in professional roleplayers—it requires taking highly valuable resources away from where they’re needed most. As a result, we simply don’t do enough of it to truly reinforce skills and ensure behaviors stick.

That’s where AI changes the game.

In this engaging (and practical) session, we’ll explore how training and QA teams are using AI to create dynamic roleplays that feel real, adapt in the moment, and deliver meaningful practice—at scale.

What You'll Discover
* Why traditional roleplaying often falls short (and what it’s really costing you)
* How AI brings consistency, scalability, and realism to practice
* Where AI-supported roleplay fits within your training, QA, and coaching workflows
* Real-world example of how call center teams are using AI-supported roleplay to reinforce critical skills (including a live demo)
* The three fundamental building blocks for effective AI-supported roleplaying
* What to look for—and what to avoid—when evaluating solutions
* How to think about ROI and measure impact

Stop practicing on customers. Start building confident, capable agents — before the call even begins. – Speaker: Sharon Oatway, VereQuest

Click here to register:

Simple, modern video meetings for everyone on the world's most popular and trusted collaboration platform.

03/19/2026

Are you looking for answers to some of your hardest workforce management or quality assurance questions? Want to share some of your solutions? Then make your plans to attend one of our SWPP & QATC Regional meetings.

We are heading to Pensacola, FL on Friday, April 10. You won’t want to miss this great opportunity to network with your peers!I hope you will be able to join us for education and networking at this upcoming meeting. Click on the link below for the agenda and specific information about the event.

Pensacola, FL – SWPP & QATC Regional Meeting – Friday, April 10 from 8:30 am-12:00 pm at the Navy Federal Credit Union contact center located at 5510 Heritage Oaks Drive, Pensacola FL 32526.

Everyone is invited to attend this event and there is no charge for attendance thanks to our hosts.

To register for this meeting, please go to http://www.swpp.org/swpp-meet-registration/.

We would love to come to your town, too! If you are interested in hosting a meeting in your area, please let me know. Hope to see you soon!

03/05/2026

Mark your calendar for Tuesday-Thursday, March 24-26 and attend the freshest Virtual Conference for WFM, QA, and CX professionals -- Winning Workforce Strategies: Enhance, Engage, Succeed.

Register today for this complimentary virtual conference and learn from industry thought leaders and connect with the most knowledgeable people in the business -- all without leaving your office. Simply log on during the conference and attend the sessions that are the most value to you and your team or watch the recordings later if you can't join live. The information-packed sessions will have you capturing new ideas to implement immediately.

Go to www.ecrmevents.com and register today!

Winning Workforce Strategies 2026 - Enhance, Engage, Succeed

11/04/2025

Don't miss the 2025 Workforce Optimization Virtual Conference! Join us for sessions on QA and Analytics on November 5-6 and on Workforce and Performance Management on November 12-13.

Register today at www.ecrmevents.com and learn from industry thought leaders -- all without leaving your office. No travel is necessary. Connect with the most knowledgeable people in the business. Simply log on during the conference and attend the sessions that are the most valuable to you and your team. The information packed sessions will have you capturing new ideas to implement immediately.

This amazing event is co-sponsored by CrmXchange, SWPP, & QATC. Registration gives you access to all live sessions, every day -- all at NO COST. You can attend the sessions that are most interesting and relevant to you and your team. Don't worry if you miss a session! All sessions are recorded and will be available for you to access on your own time for up to 7 days after the event.

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09/26/2025

09/26/2025

What an amazing week in Nashville for our 2025 QATC Annual Conference! Thanks to everyone who made it a success from the QATC Board of Advisors! We had so much fun and learned so much! Hope you can join us next year on September 29-October 1 at the Hilton Nashville Downtown!

09/08/2025

It's not too late -- Register today for the QATC Annual Conference!

2025 QATC Annual Conference
Tuesday-Thursday, September 23-25
Hilton Nashville Downtown Hotel

The Only Conference for Contact Center Quality Assurance & Training Professionals!

In a sea of generic contact center events, the QATC Annual Conference stands alone. It’s the only industry event built specifically for the professionals who power performance from the inside out – those leading quality assurance, training, coaching, and employee development. For almost 20 years, QATC has been the go-to community for these critical (and often overlooked) roles, and the QATC Annual Conference is the event that brings them all together!

Register today for the 2025 Quality Assurance & Training Connection (QATC) Annual Conference, which is set for Tuesday-Thursday, September 23-25, at the Hilton Nashville Downtown Hotel in Nashville, TN.

You won't find an event like this anywhere else! 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!

The agenda is now on the website at https://lnkd.in/gkisWRm8. Attendees can take advantage of almost 50 breakout sessions, as well as plenty of time for networking with your peers.

Here is a sampling of some of the session topics:
· One Voice, Many Channels: Designing Omnichannel QA Scorecards That Drive Effortless Customer Experiences
· Blueprint for Leadership: How to Build a Program That Lasts
· AI Optimization: Using AI to Strengthen Agent Readiness and Regulatory Compliance
· Stop the One-and-Done: Making Continuous Learning a Business Imperative
· What Does Quality and AI Mean to the Contact Center and Its Quality Analysts?
· From Compliance to Connection: How QA Can Drive Real Employee Engagement
· Build Your Own Training Facilitation Toolbox
· Hints in Our Data That Point to Better Agent Performance
· UI/UX, ID? NP!: Web Design for Instructional Designers
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.

Register today at https://cvent.me/G1Az4X!

09/02/2025

Great news! There is still time to reserve your room for the QATC Annual Conference! QATC has a special conference rate of $319 per night at our host hotel, the Hilton Nashville Downtown, and our room block has been extended until Tuesday, September 9!

You can reserve a room online at https://book.passkey.com/gt/220715793?gtid=1fd9fc2c955dcbceaed7e755b86a60b7 or call 888-446-6677 and let them know you are with the QATC Annual Conference to reserve a room.

Don't miss this amazing event! Register today at https://cvent.me/G1Az4X.

More information is available on our website at https://qatc.org/annual-conference/.

08/27/2025

Join us for the 2025 QATC Annual Conference, which is set for Tuesday-Thursday, September 23-25, 2025! You won't find an event like this anywhere else that is designed specifically for contact center Quality Assurance and Training professionals. Be a part of this amazing conference that boasts over 50 sessions designed for our audience!

Register today at https://cvent.me/G1Az4X. Then reserve your room at our host hotel, the Hilton Nashville Downtown Hotel. The Hilton Nashville Downtown is an all-suite hotel located at 121 Fourth Avenue South, Nashville, TN 37201. The hotel is in the heart of downtown Nashville, next door to the Bridgestone Arena. Broadway’s honky-tonks and the Country Music Hall of Fame are a block away. There is a special conference rate of $319 per night at the hotel, but only until Friday, August 29. To reserve your room, go to https://book.passkey.com/gt/220715793?gtid=1fd9fc2c955dcbceaed7e755b86a60b7 today!

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

Hope to see you in Nashville in September!

07/22/2025

Just a few more days for the Early Bird discount for the QATC Annual Conference! 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! Register today at https://cvent.me/G1Az4X for the 2025 Quality Assurance & Training Connection (QATC) Annual Conference, which is set for Monday-Wednesday, September 23-25 at the Hilton Nashville Downtown Hotel in Nashville, TN.

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

Try to 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 -- not to mention the ongoing support and built-in experience you are left with once you implement your own findings versus being led by a consultant.

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.

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 https://qatc.org/annual-conference/conference-agenda/. Attendees can take advantage of 50 breakout sessions. Here is a sampling of some of the session topics:

* Real Talk, Real Results: Transforming Scorecards into Growth Moments
* How AI Coaching Transformed L&D From a Cost Center to a Profit Center in Less Than a Year
* Your Real Job Isn’t CX. It’s Leading Change
* Brought In Too Late: Elevating Training and Quality as Drivers of Organizational Readiness
* The Evolution of the New-Hire Process
* From Compliance to Connection: How QA Can Drive Real Employee Engagement
* From Classroom to Floor: Building a Post-Training Partnership That Drives Success

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.

Register today at https://cvent.me/G1Az4X!

07/09/2025

2025 QATC Annual Conference
Tuesday-Thursday, September 23-25
Hilton Nashville Downtown Hotel

The Only Conference for Contact Center Quality Assurance & Training Professionals!

In a sea of generic contact center events, the QATC Annual Conference stands alone. It’s the only industry event built specifically for the professionals who power performance from the inside out – those leading quality assurance, training, coaching, and employee development. For almost 20 years, QATC has been the go-to community for these critical (and often overlooked) roles, and the QATC Annual Conference is the event that brings them all together!

Register today for the 2025 Quality Assurance & Training Connection (QATC) Annual Conference, which is set for Tuesday-Thursday, September 23-25, at the Hilton Nashville Downtown Hotel in Nashville, TN. Here is the registration link: https://cvent.me/G1Az4X

You won't find an event like this anywhere else! 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!

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

Here is a sampling of some of the session topics:

* One Voice, Many Channels: Designing Omnichannel QA Scorecards That Drive Effortless Customer Experiences

* Blueprint for Leadership: How to Build a Program That Lasts

* AI Optimization: Using AI to Strengthen Agent Readiness and Regulatory Compliance

* Stop the One-and-Done: Making Continuous Learning a Business Imperative

* What Does Quality and AI Mean to the Contact Center and Its Quality Analysts?

* From Compliance to Connection: How QA Can Drive Real Employee Engagement

* Build Your Own Training Facilitation Toolbox

* Hints in Our Data That Point to Better Agent Performance

* UI/UX, ID? NP!: Web Design for Instructional Designers

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.

Don't miss the Early Bird discount! Register today at https://cvent.me/G1Az4X before August 1 to receive $100 off the registration fee. 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 https://qatc.org/annual-conference/.

Hope to see you in Nashville in September!

06/24/2025

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 2025 Quality Assurance & Training Connection (QATC) Annual Conference, which is set for Tuesday-Thursday, September 23-25, 2025, at the Hilton Nashville Downtown Hotel in Nashville, TN.

You won't find an event like this anywhere else! Be an Early Bird and save $100! Register today at https://cvent.me/G1Az4X -- this discount expires on August 1!

Hear what previous attendees have to say about this amazing event:

“I have attended this conference 3 years in a row and always leave with so much information. From the networking to the sessions, you are always immersed in a world of passion and ideas to improve the contact center.”

“The conference was great! The location, hotel, facilities, food, and service were perfect. I appreciated all the effort put into making us feel good, educated, entertained, and networked. A lot of care and passion was put into the planning and ex*****on of the conference and I appreciate that.”

“This was my first time at a conference like this and it exceeded my expectations. It was so well organized -- great content, great people, and I just appreciated such a welcoming environment that allowed me to learn and share. I appreciate all the planning that went into making this conference a success."

“I loved how welcoming the conference is to newcomers and seeing how many veterans were there shows the value in the conference. Can't wait for next year!”

"I love the community that you become a part of from the moment you register the first time. You make connections with people that can assist you throughout the year. You get ideas that worked and some that didn't work for others and you feel like you are not alone when it comes to the issues in your contact center."

“I really enjoyed meeting others with similar goals and was really able to connect on a professional level more than I think I ever had in the past. I was able to make friends and create a network list that will help me get through the tough times and help me grow.”

Bring your team and receive an additional $150 discount per person for three or more attendees from the same company.

Register today at https://cvent.me/G1Az4X!

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 https://qatc.org/annual-conference/.