Articles

Conversations stand the test of time

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One night recently I was walking back from a night out with my buddy from work. I was staying with his family and as we neared his house I saw a phone box. I opened the door and came face to face with an image very similar to the one you see at the top … Continue reading Conversations stand the test of time

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Culture, Tone and Language Considerations in Quality Monitoring

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With over 25 years’ experience in quality monitoring and with global clients, our multi-lingual team have the skills and expertise to add cultural, tone and language insights to your customer service or sales programmes.

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BPA Quality Builder – Coaching

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Agent Coaching – Why and How to Make it Effective I am a runner, I love to run. Recently, I set one of my best times as a 40 year old for a 3 mile run, averaging about 7.5 minutes per mile. I felt great about this result. The very next day, my 9 year old … Continue reading BPA Quality Builder – Coaching

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Introducing the BPA Quality Builder

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Built by QA people for QA people, the BPA Quality Builder Software’s leading edge technology will support your Contact Centre Quality Assurance programme.

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Maximising the Effectiveness of Quality Scorecards

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The essential guide to creating the perfect scorecard for your contact centre teams.

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Cost Centre or Profit Centre? When Quality Becomes an Agent for Change.

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More and more leaders in our industry are challenging their organisations to re-think their quality models and making Strategic Quality a foundation pillar within their growth plans.

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