From Scores to Support: QA That Builds Stronger Teams - Webinar #81983

Traditional quality assurance programs often focus on a score, an evaluation or a compliance metric. But what happens when quality scores start to decline? Is it a performance issue, or is there more to the story?

On September 24, join leaders from 9-1-1 emergency communication centers for a discussion on how agencies can take a holistic approach to quality assurance by viewing the entire headset hero journey. By combining automated quality reviews, stress indicators, difficult-call identification, coaching insights, and wellness data, leaders can better understand the factors that impact performance and resilience.

Learn how modern AI-powered tools help uncover trends, provide meaningful context, recognize excellence and support employees before burnout becomes a crisis.

Webinar attendees will gain insights into trends that may be affecting performance beyond traditional QA scores.

Learn how to:

• Use automated quality assurance and analytics to review more interactions and gain important context.
• Connect quality, coaching, recognition, and wellness into a proactive support strategy.
• Transform quality programs from compliance exercises into tools that support the people behind the headset.

When we move beyond the checkbox, quality becomes a catalyst for coaching, recognition, wellness and retention.

Who should attend: 9-1-1 professionals including telecommunicators, supervisors and managers.

Panelists:

• Monica Million, CEO, Million Consulting Services
• Heather Cressall, ENP, CMCP, Communications Supervisor, Los Altos Police Department

Moderator: Casey Rives, Client Solutions Consultant, Eventide Communications