Webinar: Using Quality Management to create a new, improved normal
Helen Beaumont-Manahan and Pete Dunn discuss what’s changed for Contact Centres, Quality Management and Customers, and how we can utilise that for the better.
Resources
Special Interest Group: Exploring Empathy
Our latest SIG included a brief introduction to the topic of Empathy as a coachable Emotional Intelligence competence, and a focus on delivering feedback to remote teams.
Call Center Quality and Business Transformation
How you can utilise Quality Enabled Business Transformation to move your employees and business from a survive to a thrive mindset.
USwitch
As well as improving the customer experience, our work with USwitch also had an impact on sales performance; demonstrated by an increase in sales of 12% year-on-year across two outsourced call centres.
Dignity
Our work with Dignity helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.
Tips for self-care
These quick tips help combat stress, increase positivity and improve our wellbeing with self-care, and can be done anywhere, any time.
Radian
Radian is an award-winning organisation, employing over 1000 staff, providing nearly 21,000 affordable homes across the south and providing care and support to over 450 people across the South East, through Radian Support.
British Gas
British Gas uses BPA Quality Builder’s Calibration tool to further improve their quality management. The quality platform has delivered improved reliability, better ease of use, the ability to make changes more quickly and enhanced functionality.
How to support vulnerable customers
We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.
Handling the customer service experience in the festive season
Before we put our feet up for the festive holidays, here’s our expert advice on how to handle customer service during the busy Christmas period