2023 Quality Assurance & Training Connection Annual Conference

Tue, September 26 | 9:00 am - 10:30 am

Keynote Address: The NEW Contact Center Career

Speaker: Penny Tootle – Director, Utilligent

The evolution of contact centers has transformed the nature of the contact center career, altering expectations and challenges faced by both employees and employers. In the past, contact center jobs offered stability, benefits, and opportunities for growth, albeit mostly in administrative roles or mathematically driven workflow analytics. However, the landscape has shifted. Today, contact centers grapple with difficulties in meeting staffing needs and maintaining reasonable occupancy rates. To understand why this is happening, we must examine whether position requirements have changed or if our expectations of the environment have shifted. To find the answer, we need to reflect on the changes that have occurred within ourselves as consumers, employees, leaders, and members of our communities.

Tue, September 26 | 1:30 pm - 2:45 pm

Exploring AI to Elevate Customer Service Quality & Efficiency

Speaker: Penny Tootle – Director, Utilligent

With all of the talk about AI and how it has changed the landscape of creative businesses and academia, isn’t it high time we considered how we might leverage OpenAI in existing customer service platforms to enhance the quality of correspondence interactions and training materials? With the right focus, a call center quality and training professional’s natural tendency to focus on standardized protocols is what is needed to develop solid quality standards when integrating AI into business solutioning. By harnessing dynamic AI solutions, organizations can elevate their customer service experiences, improve response accuracy, and streamline training processes.

Wed, September 27 | 9:00 am - 10:15 am

Remote Quality – Measuring Behaviors Unique to the Remote Environment Without Being Too Prescriptive

Speaker: Penny Tootle – Director, Utilligent

How has the remote work environment shaped the approach and outcome of your quality program? In this session, we will talk about the importance of focusing on key elements that truly impact the customer experience while leaving behind outdated indicators tied to on-prem conventions. We will discuss the opportunities that remote quality programs have to highlight behaviors to benefit the company that were previously difficult to consistently measure. Ultimately, the goal will be to provide participants with actionable insight into how quality programs can adapt to accommodate and elevate the advantages of the hybrid work environment.

EXPERIENCE. INSIGHT. STRATEGY. GRIT.

2023 Quality Assurance & Training Connection Annual Conference