Digital transformation in the contact centre
Digital transformation can dramatically alter every aspect of customer service – as well as having a huge and positive impact on cost.
Compliance & Risk Management
Why Quality Monitoring is Important for your Call Center
We examine Quality Monitoring for contact centres on many levels, right the way through to driving a Return on your Quality Investment.
Maximising the Effectiveness of Call Center Quality Scorecards
One of the main areas we are asked about by clients and potential clients alike is: “What is the ideal scorecard?”. We take a look.
Call Center Quality Software – the BPA Quality Builder
Built by QA people for QA people, our software provides leading technology to support the delivery of all aspects of your QA programme.