Omnichannel Customer Experience – Can you please everyone all of the time?
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.
Call Center QA
Podcast: The 4 Pillars of an Effective Quality Framework in the Multilingual Contact Center Setting
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.
Insurance Collections Bureau
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.
Agent Coaching – Why and How to Make it Effective
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.
Why Quality Monitoring is Important for your Call Center?
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.
Best Practices in the Utility Industry
Over the last few years, we have conducted several iterations of independent research to identify the best performing Utility Companies and the drivers for their performance.
Customer Service Empathy Training to effectively support vulnerable customers
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.
Samsung Call Center Quality Case Study
With both call centers 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.
Call Center Lessons on Leadership
Call Center Team Leaders are often required to make the transition from an experienced agent to a leader, seemingly overnight. However, the foundations of good leadership require a shift in mindset and the skills required are many and varied.
What is Call Center Quality Monitoring?
Call Center Quality Monitoring Defined