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Quality Assurance for call centers

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types of quality programs

3 Different types of Call Center Quality Programs … Which is the best for your Customers?

NEWS

Did you know that 76% of consumers that partook in the Aspect Consumer Experience Survey view customer service as the true test of how much a company values them?  How about, according to the 2015 Global State of Multichannel Customer Service Report by Parature, 65% of the 1000 consumers surveyed said they would sever their relationship with a … Continue reading 3 Different types of Call Center Quality Programs … Which is the best for your Customers?

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Call center QA

4 Factors for Effective Quality Monitoring

NEWS

Listening is nice, however your agents will figure it out quickly if they know that you are merely listening and not doing anything with the information; they will use the Hawthorne Effect to their advantage! As a remedy, the agents must be provided with a strongly supported feedback mechanism that they can easily understand. There are four … Continue reading 4 Factors for Effective Quality Monitoring

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call center multi-lingual quality monitoring

Culture, tone and language considerations in quality monitoring (Multi-lingual quality assurance)

NEWS

Here at BPA Quality, one of the services we offer under the umbrella of managed quality monitoring services is to undertake large-scale contact center quality monitoring of text and voice interactions in multiple languages.  By using multi-lingual, culture, and tone considerations in call center quality monitoring, we ramp up quality programs to the next level … Continue reading Culture, tone and language considerations in quality monitoring (Multi-lingual quality assurance)

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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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