Library

Culture, Tone and Language Considerations in Quality Assurance

One of the services we offer under managed quality services is large-scale quality monitoring in multiple languages.

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Maximising the Effectiveness of Quality Scorecards

One of the main areas we are asked about by clients and potential clients alike is: “What is the ideal scorecard?”. We take a look.

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Cost Centre or Profit Centre? When Quality Becomes an Agent for Change.

Leaders are challenging their organisations to re-think their quality models and making Strategic Quality a key part of their growth plans.

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Recognising the importance of the Human Element in Customer Interactions

As the QA sphere of influence grows, the need to capitalise on this key resource becomes imperative within your business.

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Agent Coaching – Why and How to Make it Effective

Coaching is an integral part of a successful quality program; learn the pitfalls and KPIs for a successful coaching programme.

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Introducing the BPA Quality Builder

Built by QA people for QA people, our software provides leading technology to support the delivery of all aspects of your QA programme.

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Building an Effective RFP Document for Quality Monitoring

Building a successful RFP for these contact centre QA services will save you time, money and help you identify the best company.

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