Articles

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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measurement in contact centres

The seven deadly sins of measurement in contact centres

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In the third in our latest blog series on ‘seven deadly sins’ in various aspects of call centre operation, Pete Dunn, Community Engagement Manager, discusses how and why measurement in contact centres doesn’t always add up. Measurement is a necessity in business. This is true whether you’re aiming to understand the ROI of your efforts, … Continue reading The seven deadly sins of measurement in contact centres

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call scripting in contact centres

The seven deadly sins of call scripting in contact centres

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In the second in our latest blog series on ‘seven deadly sins’ in various aspects of call centre operation, Pete Dunn, Community Engagement Manager, discusses how call scripting in contact centres can be a double-edged sword. Call scripting in contact centres can be a useful tool to support successful resolutions. But, there is always a … Continue reading The seven deadly sins of call scripting in contact centres

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