Contact centre agents have to be warriors of diplomacy. There’s no way of telling what type of customer you are going to be dealing with on the next email, web chat or phone call. The written form may be a little easier when it comes to dealing with an angry customer...
Thanks to the shopping sprees which are Black Friday, Cyber Monday and almost the entire couple of weeks which surround these two occasions, the UK Christmas season of spending lasts for much longer than it used to do. It’s good for the economy, it’s good for business...
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. On the podcast, Helen outlined the fact that...
Here Pete Dunn, our EMEA Community Engagement Manager, shares his thoughts on why Quality Management matters more than ever, how to maximise outcomes and how to utilise Quality Enabled Business Transformation to move your employees and business from a survive to a...
As part of our ongoing commitment to improving and promoting best practice across our industry, we regularly work the CCMA to host Special Interest Groups (SIGs). Historically we have held these as Quarterly face-to-face meetings in London, but this is currently not...
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