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“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
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
Define goal: Map your QA process to business goals Build a QA quality culture and behavior framework: framework centered around improving the customer experience by focusing on the effort the customer makes, minimizing conduct risk and providing the most positive customer outcomes Remove the perception of QA evaluation as being a punitive process Pay close … Continue reading 20 Call Center Quality Assurance ConsiderationsMORE
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
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
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