This Contact Center Quality White Paper will examine Why Call Center Monitoring is important on many levels, starting from the basic reason to monitor your calls all the way to what drives a return on your Quality Investment.
With both call centres outsourced to third parties, Samsung needed a partnership approach, where all parties would work together to review the quality assurance framework and make improvements to the customer support experience.
Helen Beaumont-Manahan and Pete Dunn discuss what’s changed for Contact Centres, Quality Management and Customers, and how we can utilise that for the better.
How you can utilise Quality Enabled Business Transformation to move your employees and business from a survive to a thrive mindset.
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.
As well as improving the customer experience, our work with USwitch also had an impact on sales performance; demonstrated by an increase in sales of 12% year-on-year across two outsourced call centres.
Our work with Dignity helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.
Radian is an award-winning organisation, employing over 1000 staff, providing nearly 21,000 affordable homes across the south and providing care and support to over 450 people across the South East, through Radian Support.
In the final instalment of our series on the art of conversation, Helen Beaumont Manahan discusses why coaching the contact centre is not a competition.
Pete Dunn, Community Engagement Manager, explores why customer service is so important, and some of the ways it can be delivered effectively.