Articles

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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High Stakes: the Impact of Cultural Communication Styles on Your Global Quality Programme

NEWS

There’s an old play on cultural stereotypes which probably predates the Internet:
“In Heaven, the police are British, the cooks are French, and the engineers are German. In Hell, those roles are switched around.”

Most people accept the danger of generalisation at the expense of considering individual behaviour and performance, yet somehow there’s still enough truth in the above statement to raise a smile.

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Why Quality Monitoring is Important for your Call Centre

NEWS

Every day call centres around the world ask themselves whether Quality Monitoring is important. The common sense answer to this question is of course a resounding ‘YES!’. However, when it comes to implementation of quality monitoring and driving results, the answer isn’t always as clear. This white paper will examine Quality Monitoring for contact centres … Continue reading Why Quality Monitoring is Important for your Call Centre

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