At BPA Quality we are always looking to share new thinking and great ideas in the area of Contact Center Quality Assurance. Over the last 25+ years we have built up a rich library of whitepapers, blogs, newsletters and videos ready to share with you.
We are always adding content and looking for ways to champion an area of business that can have a profound impact on customer engagement, experience, compliance, employee engagement, sales, marketing, product design, process improvement and RFP creation.
Feel free to review our material and subscribe to our newsletter; simply fill in your details below, and you will automatically be added to our newsletter.
Discover why quality monitoring in call centers is important, and how BPA Quality can provide a well run monitoring program for you. Download Free Whitepaper.MORE
I get to help with quality dilemmas every day. I field questions about how agents can better connect with customers, deliver call center service excellence, and show they care. Leaders tell me, “I want the customer to feel like we are on their side and that we are listening to them.” There is no doubt … Continue reading Is Service a Priority in your Quality Program?MORE
Did you know that 76% of consumers that partook in the Aspect Consumer Experience Survey view customer service as the true test of how much a company values them? How about, according to the 2015 Global State of Multichannel Customer Service Report by Parature, 65% of the 1000 consumers surveyed said they would sever their relationship with a … Continue reading 3 Different types of Quality Programs … Which is the best for your Customers?MORE
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
Discover the new approach to quality management and start boosting profits and improving customer satisfaction today.