Here at BPA Quality, one of the services we offer under the umbrella of managed quality services is to undertake large-scale quality monitoring of text and voice interactions in multiple languages. By using culture, tone and language considerations in call center quality monitoring, we ramp up quality programs to the next level of customer experience. … Continue reading Culture, tone and language considerations in quality monitoring
Travel is part of my job as a call center agent language and tone trainer with BPA Quality, and I’ve journeyed all over the place for many years. But don’t worry, I’m not going to bore you with the clichés of the business traveler: upgrades, airline miles, hotel points, jet lag, ‘red eye’ flights, the obnoxious kid … Continue reading Above the clouds
Like most of New York right now, I am currently snowed in. While everyone is waiting for the next chapter of my Adventures in Speech Analytics series, I thought it would be nice to share some friendly advice for surviving reporting.