Creating connection in conversation – The art of conversation: Part Two
Helen Beaumont Manahan looks at the importance of creating connection in conversation during the daily operation of the contact centre.
Library
The art of conversation: Part One
In a world driven by technology, a simple spoken exchange of words is becoming a rarity. Helen Beaumont Manahan looks at why talk is not cheap.
The seven deadly sins of measurement in contact centres
Pete Dunn discusses how and why measurement in contact centres doesn’t always add up as part of our ‘Seven Deadly Sins’ series.
The seven deadly sins of call scripting in contact centres
Pete Dunn discusses how call scripting in contact centres can be a double-edged sword as part of our ‘Seven Deadly Sins’ series.
The seven deadly sins of call monitoring
Pete Dunn discusses how to ensure your call monitoring is saintly as part of our ‘Seven Deadly Sins’ series.
Why the Three Peaks Challenge benefits mental health in the workplace
Elle Neal, BPA Quality Project Manager and advocate for mental health in the workplace shares her story of the Three Peaks Challenge.
Team BPA Quality smash 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.
Business Games brilliance at BPA Quality
Elodie Miege-Prue, Independent Quality Evaluator, has spearheaded our involvement in the amazing Bigwave Business Games.
Workplace wellbeing at the heart of business
There’s no denying that workplace wellbeing is in the spotlight more than ever – and quite rightly so. So what can we do to help?
Can you please everyone all of the time?
How do you keep everyone happy and ensure that your service is always quality assured? You can’t please everyone, but these tips will help.