Training & Coaching DEVELOPING A TONE OF VOICE FOR YOUR CONTACT CENTRE To achieve excellence in Customer Experience, a consistent tone of voice is key for any contact centre. Our customers should be confident they will get the same level of service, and be dealt with in the same way, whenever and however they choose to contact us. READ MORE THE SHIFTING DYNAMICS OF TRAINING IN A PANDEMIC 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. READ MORE WHAT MAKES A GREAT AWARDS JUDGE? We are once again proud sponsors of the European Contact Centre and Customer Service Awards, which we feel is vital in helping promote excellence in our industry. Alongside sponsoring and presenting awards, we have also had the honour to take part in the judging process. Martin Teasdale looks at what makes a great judge. READ MORE THE POWER OF TRAINING TO EFFECTIVELY SUPPORT VULNERABLE CUSTOMERS We’re offering an increasing number of training courses to contact centres across the UK and further afield. 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. READ MORE TRAINING PARTNERSHIP WITH CCMA OFFERS ENHANCED CONTACT CENTRE TRAINING FOR ALL 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. READ MORE WEBINAR: USING QUALITY MANAGEMENT TO CREATE A NEW, IMPROVED NORMAL 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. READ MORE SPECIAL INTEREST GROUP: EXPLORING EMPATHY 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. READ MORE PODCAST: THE 4 PILLARS OF AN EFFECTIVE QUALITY FRAMEWORK IN THE MULTILINGUAL CONTACT CENTRE SETTING 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. READ MORE HANDLING THE CUSTOMER SERVICE EXPERIENCE IN THE FESTIVE SEASON 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 READ MORE HOW TO DEAL WITH AN ANGRY CUSTOMER 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. READ MORE Posts navigation 1 CATEGORY FILTERS BPA News Case Study Customer Satisfaction Events, Webinars & Conferences Health & Wellbeing Human Element Industry News Managed Speech Analytics Multi-lingual Podcasts Quality Assurance Quality Consulting Quality Effectiveness Audit Quality Software Sphere of Influence Training & Coaching Uncategorised BPA Corporate Facilitation Ltd, First floor, Milford House, Pynes Hill, Exeter, Devon EX2 5AZ info@bpaquality.co.uk 0800 195 0506 © Copyright 2021 GDPR | Privacy Website Design by Theme