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?
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?
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.