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Contact Center Quality Monitoring 

Special Interest Group, Pilot Session 
October 06, 2022 09:00 AM - 11:00 AM 
Connect with fellow practitioners on what is happening in the contact center Quality Monitoring space, and help develop a strategy for ongoing dialogue on the topic. 

This is a space for practitioners of Quality Monitoring to collaborate with peers to learn from each other’s experiences and practices. In this session, we will discuss the current tools, strategies and challenges contact centers experience in the Quality Monitoring space. As an exploratory pilot session we will explore the possibility of setting this topic up for a regular ongoing discussion in the form of a special interest group, including taking volunteers to act as a steering committee.

  • What is a Special Interest Group?: A Special Interest Group (SIG) is a series of short form (2-3 hours) peer learning events with the intent to do a deep dive in a specific topic with individuals who are personally and professionally invested in the topic. Discussions would be fueled by members of the consortium, and likely the SIG itself. As I look for these to be largely driven by dialogue, only those registered for the pilot will automatically be invited to follow up meetings should it continue to a full SIG. Anyone else looking to register would need to reach out to myself as the Practice Director to be added to the list of invitees. This allows me to communicate the aligned purpose of the SIG to protect the richness of the dialogue.
  • What is a "Pilot"?: In television a pilot is a standalone episode of a television series used to sell the concept of the show to a network or buyer. Entertainment borrows the word pilot from the scientific and research communities, where “pilot studies,” “pilot projects,” and “pilot experiments” serve as small-scale and early-stage studies that help determine the feasibility, cost, concerns, or promise of a full-scale project. In that vein we will use these pilots as a sort of proof of concept, an opportunity to show interest exists and connect with individuals who want to participate in dialogues around this topic. Some things we will look to establish in the Pilot would be some sub-topics for future discussion and find volunteers to participate as members of the steering committee. All of this means that if we do not meet a minimum of participation the Pilot may not transition into a full-fledged SIG series, but at the very least those of us in attendance can have some great conversation around the topic.

  • Who Should Attend?: Participation in this SIG Pilot is encouraged for any Quality Monitoring practitioners within our member organizations. All participants are required to register. To learn more about any of our upcoming SIG Pilots, please contact Matthew Cone.

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Agenda Items:
9:00 AM Intro and Purpose
9:10 AM Introductions
9:20 AM Breakout Discussion #1
10:05 AM Breakout Discussion #2
10:45 AM The Future of This Space
10:55 AM What's next!
11:00 AM Adjourn
Events Team, , events@uwebc.wisc.edu 
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