Articles

Digital transformation in the contact centre

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Transformation of any kind across an organisation isn’t easy. In fact, around 75% of all large-scale change programmes fail. In today’s era, many of those transformations are to adopt more digital processes within an organisation – and the customer service sector is definitely not immune to this. Pretty much any business selling a service has a … Continue reading Digital transformation in the contact centre

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coaching the contact centre

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

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In the final instalment of our blog series on the art of conversation, Helen Beaumont Manahan, EMEA Quality Solutions & CX Manager, discusses why coaching the contact centre is not a competitive sport. Having great conversations with customers is what we’re here for. Frontline agents are the true interface between brands and customers. So, they … Continue reading Coaching the contact centre – The art of conversation: Part Three.

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Customer service matters: A focus on standards for National Customer Service Week

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With National Customer Service Week underway, we have a golden opportunity to really focus on customer experiences and outcomes and what we can do to improve them. Here, Pete Dunn, Community Engagement Manager, explores why customer service is so important, and some of the ways it can be delivered effectively.

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week of happiness

International Week Of Happiness at BPA Quality.

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Here at BPA Quality, we want all of our team to feel fulfilled, supported and content at work. Happy employees are productive and motivated to achieve high results. So, 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. … Continue reading International Week Of Happiness at BPA Quality.

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coaching the contact centre

Creating connection in conversation – The art of conversation: Part Two.

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In the second of our blog series on the art of conversation, Helen Beaumont Manahan, EMEA Quality Solutions & CX Manager looks at the importance of creating connection in conversation during the daily operation of the contact centre. Conversation and connection are inextricably linked. As humans, connection is a vital need for all of us … Continue reading Creating connection in conversation – The art of conversation: Part Two.

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the art of conversation

The art of conversation: Part One.

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In a world driven by technology, a simple spoken exchange of words is becoming a rarity. Most of us would rather text than talk. In fact, texting is the most common way people use their smartphones – an invention which began life as a way to communicate with your voice. So, how has this apparent … Continue reading The art of conversation: Part One.

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