Omnichannel CX

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.

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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.

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How to Improve Customer Experience in the Call Center

9 proven steps to improve customer experience in the call center. Every conversation is an opportunity to make a real connection.

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Developing Agent Tone of Voice for your Contact Center

The Agent’s tone of voice is key for any contact center to achieve excellence in customer experience. Core elements in call center CX.

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Coaching the contact center – The art of conversation: Part Three

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.

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Conversations stand the test of time

Too many companies focus on the complexities and best practice of technology, not the complexities and best practice of conversation.

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Culture in Call Center Quality with Tone and Language Considerations

One of the services we offer under managed quality services is large-scale quality monitoring in multiple languages.

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Call Center Cost Center or Profit Center? When Quality is an Agent for Change

Leaders are challenging their organisations to re-think their quality models and making Strategic Quality a key part of their growth plans.

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Recognizing the importance of the Human Element in Customer Interactions

As the QA sphere of influence grows, the need to capitalise on this key resource becomes imperative within your business.

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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.

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