4 Reasons for Contact Center Quality
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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
In the first in our latest blog series on ‘seven deadly sins’ in various aspects of call center operation, Pete Dunn, Community Engagement Manager, discusses how to ensure your call monitoring is saintly. Call monitoring is a fine art. It requires skill, knowledge, acute perception and the ability to turn observations into actions. So, there … Continue reading The Seven Deadly Sins of Call MonitoringMORE
Here are some Call Center Quality Assurance Goals to keep in mind when building a successful QA program: Define the 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 … Continue reading 20 Call Center Quality Assurance GoalsMORE
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.