Most organisations strive for a steady flow of happy customers who are satisfied with their interactions and enthusiastically advocate for their brand. It is well understood that one of the key ways to achieve this is to have happy employees.
We are once again proud sponsors of the UK National Contact Centre 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. We take a look at what makes a great judge.
The CCMA’s prestigious UK National Contact Centre 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. We look at what makes a successful entry.
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 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.
Think and Grow Rich is a long-held business philosophy and motivational book brought to the world by Napoleon Hill over 80 years ago. The impact of his writings cannot be underestimated, and his book Think and Grow Rich has sold over 100 million copies since 1937.
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.