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.
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.
The CCMA’s prestigious European Contact Centre and Customer Service Awards are once again nearly upon us – albeit in a slightly different format to previous years! We are once again proud sponsors of this event, and we have also had the honour to take part in the judging process. Martin Teasdale looks at what makes a successful entry.
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.
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.
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.
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.
With International Week of Happiness at Work currently underway, HR Director Judith Yates looks at how we put people at the heart of all we do.
Elle Neal, BPA Quality Project Manager and advocate for mental health in the workplace shares her story of the Three Peaks Challenge.
It’s just over a week since 21 team members from BPA Quality took on the Three Peaks Challenge. Here, Team BPA share their stories.