Library

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.

Work-life habits – balancing work & home effectively

As we move into unprecedented times, many of us are finding ourselves working from home for the first time. Here are our tips to find the perfect work-life balance.

Abri

Abri is one of the largest housing providers in the south of England, managing 35,000 homes and work on behalf of 80,000 customers. We work with them on several aspects of their quality assurance programme.

British Gas

British Gas uses BPA Quality Builder’s Calibration tool to further improve their quality management. The quality platform has delivered improved reliability, better ease of use, the ability to make changes more quickly and enhanced functionality.

Handling the customer service experience in the festive season

Before we put our feet up for the festive holidays, here’s our expert advice on how to handle customer service during the busy Christmas period

How to deal with an angry customer

Our expert team takes a look at how to keep your cool in the face of frustration within customer service and still provide a faultless service.

Digital transformation in the contact centre

Digital transformation can dramatically alter every aspect of customer service – as well as having a huge and positive impact on cost.

Coaching the contact centre – The art of conversation: Part Three

In the final instalment of our series on the art of conversation, Helen Beaumont Manahan discusses why coaching the contact centre is not a competition.