At BPA Quality we are always looking to share new thinking and best practices in the area of Contact Center Quality. Over the last 30+ years, we have built up a rich library of whitepapers, blogs, videos, and podcasts ready to share with you.
We are always adding content and analyzing areas of business that will have a profound impact on customer engagement, experience, compliance, employee engagement, sales, marketing, product design, process improvement, and RFP creation.
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Best Practices for Working from Home contact centers to stay connected and engaged with their teams and customers in the time of physical distancing. Here at BPA Quality, we have had remote teams for more than 10 years, and here are our best practices for working from home for those just getting started. Since COVID-19 … Continue reading Best Practices for Working from Home – Contact CentersMORE
“An Overview of Contact Center Agent Performance Best Practices in the Utility Industry” By: Craig Antonucci, CCO & Fei Zhan, Psychometrician at BPA Quality In the past decade, service in the Utility Industry has undergone a significant transition. The industry has faced regulatory challenges, competitive factors and increased pressure from the general public to … Continue reading Best Practices in the Utility IndustryMORE
Call Center Team Leaders are often required to make the transition from experienced agent to leader, seemingly overnight. However, the foundations of good leadership require a shift in mindset and the skills required are many and varied. Below, you will find intuitive contact center leadership lessons we’ve uncovered during our 30+ years working with top … Continue reading Contact Center Lessons on LeadershipMORE
Pete Dunn, our EMEA Community Engagement Manager, shares his thoughts on why Quality Management matters more than ever, how to maximize outcomes, improve customer experiences, and how to utilize Quality Enabled Business Transformation to move your employees and business from a survive to a thrive mindset as we continue on through 2020 and beyond. At … Continue reading Increase Customer Experience through Call Center Quality Enabled Business TransformationsMORE
Take a look behind the scenes at the BPA Quality US offices and meet our team of experts. We are Experts in Call Center Quality Assurance.MORE
Psychometrics increase Sales and CSATs Our Radio Service Provider Customer was receiving mixed results when it came to successful sales calls. So, BPA Quality used a psychometric analysis approach to assist in identifying call center agent behaviors and skills that resulted in higher sales. Once these behaviors were identified, BPA designed a behavioral-based training model, … Continue reading Psychometrics Increase Sales in Call CentersMORE
Despite their size and reputation, our customer was suffering from mixed customer satisfaction scores. So, BPA Quality used psychometric analysis to assist in identifying call center agent behaviors and skills that resulted in higher CSAT scores. Once these behaviors were identified, BPA designed a behavioral-based training model, so that these behaviors would be replicated through-out … Continue reading Psychometrics use in Call Center QA to Increase CSAT ScoresMORE
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