Resources
How to deal with an angry customer via the Contact Center
Our expert team takes a look at how to keep your cool in the face of frustration within customer service and still provide a faultless service.
ProSource, OutSource or Internal Call Center QA Team?
So … how do you make sure that your agents are providing a fantastic customer experience every time they interact with customers? One word … QUALITY!
20 Call Center Quality Assurance Needs – the Big Picture
20 Call Center QA Needs for a successful Quality Program
Omnichannel Customer Experience – Can you please everyone all of the time?
How do you keep everyone happy and ensure that your service is always quality assured? You can’t please everyone, but these tips will help.
Podcast: The 4 Pillars of an Effective Quality Framework in the Multilingual Contact Center Setting
BPA Quality’s EMEA Quality Solutions and CX Manager Helen Beaumont-Manahan appeared on the Rutz Consulting podcast to discuss the four pillars of an effective quality framework in a multilingual contact centre.
Insurance Collections Bureau
With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.