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Quality Monitoring Calls Every company wants to deliver the best customer experience possible, but how do you get there? Do you cross your fingers and hope for the best? If you’re serious about improving the quality of the customer experience, it’s important that your contact center agents are saying and typing the right things to … Continue reading How Many Calls Should You Monitor Each Week?
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Contact centers constantly interact with people from all walks of life. No matter what service you are offering, contact center teams speak to a wide range of people every day of the week. All of those people will have their own preferences on how they like their queries to be answered. So, how do you … Continue reading Can you please everyone all of the time?
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With National Customer Service Week underway, we have a golden opportunity to really focus on customer experiences and outcomes and what we can do to improve them. Here, Pete Dunn, Community Engagement Manager, explores why customer service standards are so important, and some of the ways it can be delivered effectively. We’re all customers. So, we … Continue reading Customer service matters: A focus on standards for Customer Service Week
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In this blog, Craig Antonucci, our CCO looks at how customer experience professionals can sometimes lose sight of how to be a good customer. It was 5 am, and the second nurse of the morning had just left, gathering my morning vitals for the records. I laid starring at the dim light, listening to the … Continue reading If you are a Customer Experience Professional are you also a good customer?
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In the second of our blog series on the art of conversation, Helen Beaumont Manahan, EMEA Quality Solutions & CX Manager looks at the importance of creating a connection in conversation during the daily operation of the contact center. Conversation and connection are inextricably linked. As humans, connection is a vital need for all of … Continue reading Creating connection in conversation – The art of conversation: Part Two.
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BPA Quality is asked almost every day, “Why should we outsource Call Center Quality Monitoring, especially since we have in house team or managers currently doing QA?” The answer is simple … so you get unbiased, cost-efficient, and consistent evaluations on-time by people that specialize in impactful, actionable insights that target the voice of the … Continue reading Why Outsource Your Call Center Quality Monitoring?
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