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Quality Assurance for call centers

Articles

Culture, tone and language considerations in quality monitoring

Culture, tone and language considerations in quality monitoring

NEWS

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

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Call center agent language & tone

Above the clouds

NEWS

Call center agent language & tone 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, … Continue reading Above the clouds

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customer service metrics

Daily Fantasy Sports and the Fallacy of Customer Service Metrics

NEWS

You have seen the advertisements online and TV. Play Daily Fantasy, win big!. Regardless where you stand on the legality of the issue, the game itself is fascinating. The basic premise is this: You have a limited budget and every player has a cost. Players score points for performing, i.e. home runs or touchdowns. You … Continue reading Daily Fantasy Sports and the Fallacy of Customer Service Metrics

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Call Center Quality Assurance Reporting

A friend’s advice for surviving reporting

NEWS

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.

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Quality monitoring software for call centers

Introducing the BPA Quality Builder

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Built by QA people for QA people, the BPA Quality Builder Software Portal’s leading edge technology will support your Call Center Quality Assurance program.

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Maximizing the effectiveness of quality scorecards

Maximizing the Effectiveness of Quality Scorecards

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The essential guide to creating the perfect scorecard for your contact centre teams.

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

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