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
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
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.
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.
