Quality Consulting 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 SEVEN DEADLY SINS OF MEASUREMENT IN CONTACT CENTRES Pete Dunn discusses how and why measurement in contact centres doesn’t always add up as part of our ‘Seven Deadly Sins’ series. READ MORE THE SEVEN DEADLY SINS OF CALL SCRIPTING IN CONTACT CENTRES Pete Dunn discusses how call scripting in contact centres can be a double-edged sword as part of our ‘Seven Deadly Sins’ series. READ MORE THE SEVEN DEADLY SINS OF CALL MONITORING Pete Dunn discusses how to ensure your call monitoring is saintly as part of our ‘Seven Deadly Sins’ series. READ MORE KNOWING WHAT GOOD LOOKS LIKE Many organisations see QA as a compliance-driven, risk-based activity. The real value of QA impact is much larger with multiple touchpoints. READ MORE MAXIMISING THE EFFECTIVENESS OF QUALITY SCORECARDS One of the main areas we are asked about by clients and potential clients alike is: “What is the ideal scorecard?”. We take a look. READ MORE COST CENTRE OR PROFIT CENTRE? WHEN QUALITY BECOMES AN AGENT FOR CHANGE. Leaders are challenging their organisations to re-think their quality models and making Strategic Quality a key part of their growth plans. READ MORE BUILDING AN EFFECTIVE RFP DOCUMENT FOR QUALITY MONITORING Building a successful RFP for these contact centre QA services will save you time, money and help you identify the best company. READ MORE 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

Managed Speech Analytics DIGITAL TRANSFORMATION IN THE CONTACT CENTRE Digital transformation can dramatically alter every aspect of customer service – as well as having a huge and positive impact on cost. READ MORE THE SEVEN DEADLY SINS OF CALL SCRIPTING IN CONTACT CENTRES Pete Dunn discusses how call scripting in contact centres can be a double-edged sword as part of our ‘Seven Deadly Sins’ series. READ MORE 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