Quality Perks – Live Event – Call Center Coffee Chat
Episode 1: Quality Perks – Coffee & Call Center Quality Chat – February 23, 2022 THE PILOT Episode
Episode 9 – May 6, 2022
Coffee & Call Center Quality Chat with BPA Quality & Guests. In episode 7, 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
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
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
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
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?