Call Center Quality and Coffee, Quality Perks call center quality and coffee live chat with bpa quality

Quality Perks – Live Event – Call Center Coffee Chat

Quality Perks Call Center Coffee Chat

Episode 1: Quality Perks – Coffee & Call Center Quality Chat – February 23, 2022 THE PILOT Episode

Episode 10 – June 10, 2022

Special Guest – Gregg Stone, Account Executive at Verint

Gregg Stone from Verint joins our coffee crew to discuss How brands can utilize every customer interaction as a competitive differentiator. He defines Engagement Capacity Gap that contact centers are experiencing now due to COVID and the changing dynamics of both customers and employees.

Summary: How brands can utilize every customer interaction as a competitive differentiator. Differentiators like enhanced Brand Loyalty & LOWER COST of Support

#BrandLoyalty #CSAT #NPS #CustomerEngagement #SpeechAnalytics #CenterofExcellence #

Episode 9 – May 6, 2022

Special Guests:

Christine Clarson, VP Global Strategic Partnerships at BPA Quality

Steve Hide, Director of Healthcare Client Services at BPA Quality

Coffee & Call Center Quality Chat with BPA Quality & Guests. In episode 9, please join Neal Eggers, Karyn Dupree, Christine Clarson & Steve Hide as we discuss coffee, Healthcare Customer Experience via the call center.

Christine Clarson is the Vice President of Strategic Partnerships at BPA Quality. She has been working in the Healthcare and Call Center/Customer Service Industries for over 20 years. In her current role, she assists BPA’s Healthcare client to improve their business, advisor representatives’ performance and ultimately their customer experience levels.
Christine is recognized as an Expert in the Healthcare Patient Assistance arena and has presented at many healthcare conferences on the benefits of Patient Assistance Programs for the Patient, the Physician and the Hospital. Her experience drove her to found a Patient Assistance Service program that works with large healthcare facilities nationwide to coordinate free pharmaceuticals for their indigent, uninsured and underinsured patient population. When she isn’t working she enjoys classic cars and driving her own classic car on the weekends.

Steve Hide is the Director of Healthcare Client Service at BPA Quality. With over 20 years in both the healthcare and call center/customer service industries, he obtained both Lean Sigma Green & Black Belts and is a Certified Change Practitioner.
As a Director of Healthcare Client Services, he focuses on finding gaps in processes (and usage), highlighting success rates when using system tools (vs. not using), and helping to maintain/meet government requirements.
Due to his passion for improvement initiatives, he was instrumental in leading process improvement initiatives at a transplant institute to help minimize errors in billing potential donors.
On a personal note, Steve enjoys writing and using Bitmoji!

Get ready for a great #Coffee chat on Friday, May 6th!

Episode 8 – April 22, 2022

Special Guest:

Yvette Renda, Director of People Development & Training at BPA Quality

Coffee & Call Center Quality Chat with BPA Quality & Guests. In episode 7, please join Neal Eggers, Karyn Dupree, & Yvette Renda as we discuss coffee, agent/manager training role in call center quality.

Exciting news … Yvette is a #COFFEE CONNOISSEUR! This is going to be a Quality Coffee Chat by all definitions!
#CX #VOC #QA #callcentertraining #callcentercalibration #businessintelligence

Episode 6 – April 5, 2022

Special Guests:

Matt Gryntysz, Director of Analytics at BPA Quality

Dane Newman, Insight Product Manager at BPA Quality UK

Discussing Coffee & Business Intel with Call Center Analytics and adding the Human Element to uncover opportunities to provide better customer experiences.

Dan describes how he and Matt have become Data Storytellers by using Root Cause Analysis to convey the story and understand how to manage it. They look for problems to solve and use the data to uncover the best solutions. Take a listen!

“Data without Insights is Meaningless.”

 

Episode 5 – March 29, 2022

Special Guest: Stephanie Taylor, Vice President of Client Services North America

Discussing Coffee & #PumpkinSpice Creamer Commitment PLUS Call Center Quality Key Drivers on Budgets – not only on costs but what it saves. 

Start with the Voice of the Customer to improve #CX. 

“Data without Insights is Meaningless.”

 

Episode 4 – March 22, 2022

Special Guest: Martin Teasdale, Senior Director of Quality Experience UK

Discussing Coffee & Celebrating 100 Successful Episodes of ‘Get Out Of Wrap’ Podcast hosted by Martin

Martin shares what he has learned over the 100 episodes about the call centre industry.

 

Episode 3 – March 8, 2022 – Quality Perks with BPA Quality

Your hosts: Neal Eggers, Vice President of Managed QA Services North America & Karyn Dupree, Senior Director of Quality Solutions

A Call Center Coffee Chat

 

Episode 2 – March 1, 2022

Your hosts: Neal Eggers, Vice President of Managed QA Services North America & Karyn Dupree, Senior Director of Quality Solutions

Special Guest: David Blackwell, President of BPA Quality

Discussing Coffee & the Motivation Behind BPA Quality Inception 30+ Years Ago – From Training to Data Analytics & Business Intelligence from the Contact Center

Big Question: Would you employ this agent?

 

Want to establish a Call Center of Customer Excellence? Talk to the Experts at BPA Quality.

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