Articles

contact centre

Can you please everyone all of the time?

NEWS

Contact centres constantly interact with people from all walks of life. No matter what service you are offering, contact centre teams speak to a wide range of people every day of the week. All of those people will have their own preferences on how they like their queries to be answered. So, how do you … Continue reading Can you please everyone all of the time?

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The human element of a contact centre

NEWS

The Contact Centre Expo is one of the highlights in our industry’s calendar. It provides a great opportunity to meet and network with all types of people in our sector. We can come together to share and discuss new initiatives, technology and services. This is all in the name of boosting our business offering to … Continue reading The human element of a contact centre

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The importance of the queen

NEWS

At our quarterly Quality Special Interest Group, which we host with our friends at the CCMA, I said to the assembled quality experts that I really think their teams can be like the queen on a chess board. Why do I think the Quality Team within a contact centre is like the queen on a chess … Continue reading The importance of the queen

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What is esprit de corps and how can it help you to lead your team?

NEWS

In terms of a definition, esprit de corps is ‘a spirit of solidarity; a sense of pride, and honour among the members of a group’. It is a term most readily and normally applied in the military. This is not a modern concept; both the Romans and the Greeks had leaders who understood that by … Continue reading What is esprit de corps and how can it help you to lead your team?

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Our Mental Wellbeing Story

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“Our vision at BPA is to create a mentally healthy workplace with an engaged workforce that is productive, resilient and positive. We want to create an open culture that enables disclosure and breaks the stigma surrounding mental health” A great vision I’m sure you’ll agree, but how do we actually enable that? Well the answer … Continue reading Our Mental Wellbeing Story

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Knowing What Good Looks Like

NEWS

Our many valued clients have a common passion and commitment to create outstanding businesses for their customers. They understand the strategic importance of having a highly effective quality programme within their organisation. From experience, we know that many organisations see QA as a purely or largely compliance-driven, risk-based activity. However, we know that the real … Continue reading Knowing What Good Looks Like

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