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.
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.
Elodie Miege-Prue, Independent Quality Evaluator, has spearheaded our involvement in the amazing Bigwave Business Games.
The Contact Centre Expo is one of the highlights of our industry’s calendar. We review the key talking points from this year’s event.
There are many different functions that operate within a contact centre. Your contact centre should be like the queen in chess.