ProSource, OutSource or Internal Call Center QA Team?
So … how do you make sure that your agents are providing a fantastic customer experience every time they interact with customers? One word … QUALITY!
Customer Satisfaction
Elevating Call Center Customer Service Excellence with Energizer Training & Development
At its core, the Energizer Training & Development program focuses on four critical aspects: identifying customer needs, active listening, expressing empathy, and developing customer relationships.
Student Loan Accountability Monitoring- How BPA Quality Supports Colleges in Meeting the Biden-Harris Administration’s Framework for Student Loan Servicer Accountability
n this blog, we will explore how BPA Quality’s expertise in contact center quality monitoring, training, engagement software, and speech analytics can assist colleges in complying with the Biden-Harris Administration’s framework.
How to deal with an angry customer via the Contact Center
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.
What is Customer Experience and How is it Different from Customer Service?
What is Customer Experience and How is it Different from Customer Service? How to improve the relationship between the contact center and the customer.
How to handle an irate customer in a call center?
5 Proven Steps to Handle an Irate Customer
There’s no way of telling what type of customer you are going to be dealing with on the next email, web chat, or phone call
How to improve call center NPS
Helpful insights on how to improve call center net promoter scores (NPS)
Our QA scores and CSAT/NPS scores are not aligned
How to align Call Center Scores like CSAT, NPS, and QA for the best customer experiences
20 Call Center Quality Assurance Needs – the Big Picture
20 Call Center QA Needs for a successful Quality Program