So … how do you make sure that your agents are providing a fantastic customer experience every time they interact with customers? One word … QUALITY!
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.
Psychometrics, an often-overlooked tool, can significantly boost the quality of interactions and feedback. In this article, we’ll delve into psychometrics and its benefits for contact center leaders.
How to align Call Center Scores like CSAT, NPS, and QA for the best customer experiences
20 Call Center QA Needs for a successful Quality Program
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.