Library

International Week Of Happiness at BPA Quality

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.

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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.

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Get out of Wrap – August 2019

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.

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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.

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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.

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Get out of Wrap – July 2019

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.

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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.

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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.

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Get out of Wrap – June 2019

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.

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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.

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