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!
Quality Monitoring
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.
The Role of Contact Center Psychometrics in Enhancing Customer Interactions
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.
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
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.