captcha



Quality Assurance for call centers

Articles

customer service standards, call center customer experience

Customer service matters: A focus on standards for Customer Service Week

NEWS

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

MORE
customer experience professional

If you are a Customer Experience Professional are you also a good customer?

NEWS

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?

MORE
conversation in call center

Creating connection in conversation – The art of conversation: Part Two.

NEWS

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.

MORE
outsource call center quality

Why Outsource Your Call Center Quality Monitoring?

NEWS

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?

MORE
art of conversation

The art of conversation: Part One.

NEWS

In a world driven by technology, a simple spoken exchange of words is becoming a rarity. Most of us would rather text than talk. In fact, texting is the most common way people use their smartphones – an invention which began life as a way to communicate with your voice. So, how has this apparent loss … Continue reading The art of conversation: Part One.

MORE
call monitoring

The Seven Deadly Sins of Call Monitoring

NEWS

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 Monitoring

MORE

Discover the new approach to quality management and start boosting profits and improving customer satisfaction today.

Yes, I want to revolutionize my QM process

Whitepaper download
close slider

4 Reasons for Contact Center Quality

Call center quality monitoring

GET IT NOW