Articles

High Stakes: the Impact of Cultural Communication Styles on Your Global Quality Programme

NEWS

There’s an old play on cultural stereotypes which probably predates the Internet:
“In Heaven, the police are British, the cooks are French, and the engineers are German. In Hell, those roles are switched around.”

Most people accept the danger of generalisation at the expense of considering individual behaviour and performance, yet somehow there’s still enough truth in the above statement to raise a smile.

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Why Quality Monitoring is Important for your Call Centre

NEWS

Every day call centres around the world ask themselves whether Quality Monitoring is important. The common sense answer to this question is of course a resounding ‘YES!’. However, when it comes to implementation of quality monitoring and driving results, the answer isn’t always as clear. This white paper will examine Quality Monitoring for contact centres … Continue reading Why Quality Monitoring is Important for your Call Centre

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Conversations stand the test of time

NEWS

One night recently I was walking back from a night out with my buddy from work. I was staying with his family and as we neared his house I saw a phone box. I opened the door and came face to face with an image very similar to the one you see at the top … Continue reading Conversations stand the test of time

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Culture, Tone and Language Considerations in Quality Monitoring

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With over 25 years’ experience in quality monitoring and with global clients, our multi-lingual team have the skills and expertise to add cultural, tone and language insights to your customer service or sales programmes.

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BPA Quality Builder – Coaching

NEWS

Agent Coaching – Why and How to Make it Effective I am a runner, I love to run. Recently, I set one of my best times as a 40 year old for a 3 mile run, averaging about 7.5 minutes per mile. I felt great about this result. The very next day, my 9 year old … Continue reading BPA Quality Builder – Coaching

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Introducing the BPA Quality Builder

NEWS

Built by QA people for QA people, the BPA Quality Builder Software’s leading edge technology will support your Contact Centre Quality Assurance programme.

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