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.
Call Center QA
Helpful insights on how to improve call center net promoter scores (NPS)
How to align Call Center Scores like CSAT, NPS, and QA for the best customer experiences
So … how do you make sure that your agents are providing a fantastic customer experience every time they interact with customers? One word … QUALITY!
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.
With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.
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.