Our expert team takes a look at how to keep your cool in the face of frustration within customer service and still provide a faultless service.
20 Call Center QA Needs for a successful Quality Program
How do you keep everyone happy and ensure that your service is always quality assured? You can’t please everyone, but these tips will help.
BPA Quality’s EMEA Quality Solutions and CX Manager Helen Beaumont-Manahan appeared on the Rutz Consulting podcast to discuss the four pillars of an effective quality framework in a multilingual contact centre.
This white paper will explore coaching as an integral part of a successful quality program. We will discuss the pitfalls and key performance measures required to make any coaching venture successful.
This Contact Center Quality White Paper will examine Why Call Center Quality Monitoring is important to Customer Experience, Sales, Business Process Improvements, and so much more.
Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service contact centres can offer, as well as the wellbeing and career enhancement of those who work in the centres.