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. On some global, multi-lingual projects, the client expectation is that agent tone should remain consistent, regardless of the customer’s language or chosen contact channel. It … Continue reading Culture, tone and language considerations in quality monitoring
Travel is part of my job as a 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 traveller: upgrades, airline miles, hotel points, jet lag, ‘red eye’ flights, the psycho ADHD kid kicking the back … 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.