Articles

the art of conversation

The art of conversation: Part One.

NEWS

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

NEWS

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

NEWS

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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Call monitoring

The seven deadly sins of call monitoring

NEWS

In the first in our latest blog series on ‘seven deadly sins’ in various aspects of call centre operation, Pete Dunn, Community Engagement Manager, discusses how to ensure your call monitoring is saintly. Call monitoring is a fine art. It requires skill, knowledge, acute perception and the ability to turn observations into actions. So, there … Continue reading The seven deadly sins of call monitoring

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mental health in the workplace

Why the Three Peaks Challenge benefits mental health in the workplace

NEWS

Elle Neal, BPA Quality Project Manager and advocate for mental health in the workplace shares her story of the Three Peaks Challenge which Team BPA recently undertook. “I really feel privileged to work for a company which puts mental health in the workplace first. The Three Peaks Challenge is such a great example of this. … Continue reading Why the Three Peaks Challenge benefits mental health in the workplace

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BPA three peaks challenge

Team BPA Quality smash the Three Peaks Challenge

NEWS

It’s just over a week since 21 team members from BPA Quality took on the Three Peaks Challenge. Together, we scaled the three highest mountains in the UK – Snowdon, Scafell Pike and Ben Nevis – within 24 hours to raise money for charity. Our muscles have just about recovered but our minds are still … Continue reading Team BPA Quality smash the Three Peaks Challenge

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