We’re passionate advocates of the power of good training programmes, and we know it’s one of the most important investments a company can make. One of the interesting things about the pandemic is the way it has changed the training landscape. What was once a nice-to-have is becoming ever more commonplace.
Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service contact centres can offer, as well as the wellbeing and career enhancement of those who work in the centres.
We are delighted to announce that we’ve extended the reach of our excellent training programmes by partnering with the CMMA and delivering some of our course titles through their comprehensive open schedule of courses.
Helen Beaumont-Manahan and Pete Dunn discuss what’s changed for Contact Centres, Quality Management and Customers, and how we can utilise that for the better.
Our latest SIG included a brief introduction to the topic of Empathy as a coachable Emotional Intelligence competence, and a focus on delivering feedback to remote teams.
BPA Quality’s EMEA Quality Solutions and CX Manager Helen Beaumont-Manahan appeared on the Rutz Consulting podcast to discuss the four pillars of an effective quality framework in a multilingual contact centre.
These quick tips help combat stress, increase positivity and improve our wellbeing with self-care, and can be done anywhere, any time.
Before we put our feet up for the festive holidays, here’s our expert advice on how to handle customer service during the busy Christmas period
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.
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.