Articles

Culture, tone and language considerations in quality monitoring

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Here at BPA Quality, one of the services we offer under the umbrella of managed quality services is to undertake large-scale quality monitoring of text and voice interactions in multiple languages. On some global, multi-lingual projects, the client expectation is that agent tone should remain consistent, regardless of the customer’s language or chosen contact channel. It … Continue reading Culture, tone and language considerations in quality monitoring

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Above the clouds

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Travel is part of my job as a trainer with BPA Quality, and I’ve journeyed all over the place for many years. But don’t worry, I’m not going to bore you with the clichés of the business traveller: upgrades, airline miles, hotel points, jet lag, ‘red eye’ flights, the psycho ADHD kid kicking the back … Continue reading Above the clouds

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Daily Fantasy Sports and the Fallacy of Customer Service Metrics

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You have seen the advertisements online and TV. Play Daily Fantasy, win big!. Regardless where you stand on the legality of the issue, the game itself is fascinating. The basic premise is this: You have a limited budget and every player has a cost. Players score points for performing, i.e. home runs or touchdowns. You … Continue reading Daily Fantasy Sports and the Fallacy of Customer Service Metrics

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A friend’s advice for surviving reporting

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Like most of New York right now, I am currently snowed in. While everyone is waiting for the next chapter of my Adventures in Speech Analytics series, I thought it would be nice to share some friendly advice for surviving reporting.

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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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Maximizing 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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