During the Covid pandemic, The University of Law engaged with us to design and deliver bespoke workshops, focused on Defusing and De-escalating Challenging Conversations. They would help the University’s Assessments team support and enhance the effectiveness of all student interactions – especially those of a more challenging nature.
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.
Avon Fire and Rescue approached BPA to devise a customised one-day workshop to deliver specialised training in Vulnerability Customer Care, designed to help their team better support their customers and look after themselves.
To achieve excellence in Customer Experience, a consistent tone of voice is key for any contact centre. Our customers should be confident they will get the same level of service, and be dealt with in the same way, whenever and however they choose to contact us.
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’re offering an increasing number of training courses to contact centres across the UK and further afield. Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service contact centres can offer, as well as the wellbeing and career enhancement of those who work in the centres.
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.
We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.