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“An Overview of Contact Center Agent Performance Best Practices in the Utility Industry” By: Craig Antonucci, CCO & Fei Zhan, Psychometrician at BPA Quality In the past decade, service in the Utility Industry has undergone a significant transition. The industry has faced regulatory challenges, competitive factors and increased pressure from the general public to … Continue reading Best Practices in the Utility Industry
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Discover why quality monitoring in call centers is important, and how BPA Quality can provide a well run monitoring program for you. Download Free Whitepaper.
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Analysis and discussion of the pitfalls and key performance measures required for effective Call Center Agent Coaching
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Building a robust Request for Proposal Call Center Quality will save you time, money and help you identify the best company to work with.
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