Special Interest Group: Exploring Empathy
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.
Library
Get out of Wrap – July 2020
Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up in one go.
Quality Enabled Business Transformation
How you can utilise Quality Enabled Business Transformation to move your employees and business from a survive to a thrive mindset.
Get out of Wrap – June 2020
Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up in one go.
Podcast: The 4 Pillars of an Effective Quality Framework in the Multilingual Contact Centre Setting
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.
USwitch
As well as improving the customer experience, our work with USwitch also had an impact on sales performance; demonstrated by an increase in sales of 12% year-on-year across two outsourced call centres.
Dignity
Our work with Dignity helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.
Tips for self-care
These quick tips help combat stress, increase positivity and improve our wellbeing with self-care, and can be done anywhere, any time.
Get out of Wrap – May 2020
Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up in one go.
Five steps to mental wellbeing
The NHS has created a wonderful ‘five steps to mental wellbeing’ graphic to help us stay calm, balanced and centred during these tricky times.