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Quality Assurance for call centers

Articles

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

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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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Strategic Call Center Quality

Cost Center or Profit Center? When Quality Becomes an Agent for Change.

NEWS

More and more leaders in our industry are challenging their organizations to re-think their quality models and making Strategic Quality a foundation pillar within their growth plans.

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Human Element in Call Center Interactions

Recognizing the importance of the Human Element in Customer Interactions 

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BPA Quality works with some of the world’s biggest organizations to improve customer experience and deliver increased sales, retention, loyalty, cost optimization, compliance and profitability.

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

Yes, I want to revolutionize my QM process